What, how, and why digital branch transformation is important to telecom providers?
The telecom industry has become highly competitive over time, making it increasingly difficult for telecom operators to distinguish their services from their competitors. Currently, telecom operators are looking for new avenues that can help offer a better customer experience, reduce the cost of opening new branches, and maximize footfall. They are also looking for ways to expand their sales channel to serve more customers at a fraction of the cost and explore cross-selling opportunities.
Digital branch transformation can play a pivotal role here by helping telecom providers improve their customer journey while simultaneously increasing organizational efficiency. Continue reading to learn more.
What Is Digital Branch Transformation?
Digital branch transformation involves merging digital channels into your business and maintaining the right balance between physical and digital channels to satisfy the different customer behaviors. For instance, some customers prefer digital channels, while others prefer to make a branch visit. Digital branch transformation allows your telecom business to cater to all types of customer behaviors and offer the best of both worlds, by integrating digital technologies into your business, like mobile apps and self-service solutions.
How Can Telecom Operators Introduce Digital Branch Transformation?
Let’s take a look at how you can introduce it in your organization. Telecom providers can use the following tools and systems:
- Self-service Kiosks
Self-service kiosks are machines that can be installed outside the branch and other public spaces. These kiosks allow customers to access your services 24/7. They empower customers to perform many telecom services by themselves, such as:
- SIM cards issuance and renewal
- Mobile top-up
- Bill payment
- Mobile money
- Account management
Self-service machines installed outside telecom premises provide additional convenience to customers since they are available beyond working hours. Customers can access them at any time and utilize a telecom provider’s services without having to interact with the customer service representative. These machines are also highly cost-effective and offer increased flexibility to telecom providers. They can easily relocate them to expand their branch footprint and capture new demographics without having to open a new service center.
- Virtual Queuing
If you are worried about long queues and crowded waiting rooms, then virtual queue management holds the answer to your concerns. These queuing solutions use a combination of mobile appointment booking and SMS notifications to eliminate long waiting periods.
Your customers can use a mobile app to book an appointment, receive notifications of their turn status via SMS, and arrive at the branch just ahead of an appointment. Moreover, customers can share their feedback via your mobile app, and the advanced queuing management can analyze the feedback, generate reports and provide deep insights to enhance your services level.
- Touchless Experiences via QR Code Scanning
Your ticketing kiosks can work in tandem with a mobile application, allowing walk-in customers to scan a QR code on the kiosks using their phones. Customers can also scan a QR code installed outside the branch. Once they have successfully scanned this code, they can get an e-ticket, and check in to join a virtual queue.
- Smart Routing
For smarter branches, the self-service machines can be integrated with the queue management system to enable smart routing, where customers are guided to the right service point based on the service type, service time, customers’ demography, and availability of staff or machines; ensuring a better customer journey, distinguished telecom services, and improved performance at all levels.
Why Do You Need Digital Branch Transformation?
- Automate operations to increase efficiency and improve business performance
- Control branch capacity
- Offer services to customers 24/7
- Ensure social distancing to offer a safer customer journey
- Increase geographical coverage without having to open a new branch
- Cut the costs of hiring and training new staff
- Grow the customer base by providing digitally-enhanced services
Transform Your Telecom Business with SEDCO Solutions
Integrating digital technologies within your services can allow you to differentiate your business and offer more value to customers. It lets you innovate your essential business activities and delivers a myriad of other benefits. These include:
- Expanding to new locations at only 5% of the cost that goes into opening a new branch
- Reaching a larger percentage of the population geographically
- Reducing cost per transaction by reducing employee and overhead costs
- Expanding your revenue streams by offering non-telco services
- Introducing a new service channel to generate more revenue
- Enhancing your customer experience by offering products and services to customers 24/7
- Reducing wait periods for in-branch customers to offer a safer customer journey
If you are interested in introducing digital branch transformation within your organization, get in touch with SEDCO. SEDCO is the sole provider of fully automated smart branch solutions in the world using a single platform to provide a comprehensive physical journey for customers, with smart routing to direct them to the next step based on their demographic and the complexity of service required. We seamlessly provide convenience to customers at every touchpoint making it easier for them to use your services.
Our telecom solutions can help you improve customer acquisition, increase sales, increase store efficiency, and utilize your resources more effectively.
Moreover, SEDCO’s business-intelligent systems provide access to live dashboards and maps to monitor the state of each branch, machine, and counter. You can use our advanced reporting features to generate detailed reports on:
- Kiosk visits
- Transactions
- Card payment transactions
- Current inventory of cash, coins, and SIM cards
- Revenue growth analysis
We offer a range of products that include smart self-service kiosks, queue management systems, virtual queuing, smart digital signage, customer feedback and more. Get in touch with us today to learn more.
