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AsiaInfo commissioned independent research consultants, Northstream, to study how organizations in a variety of verticals have realized the benefits associated with the omni-channel and single customer view capabilities of next generation CRM, and to quantify the benefits to the telecoms sector in particular.
Following extensive interviews with European telecoms operators to validate their findings, Northstream concluded that, with a well-implemented omni-channel / single customer view CRM solution, Western European operators could save up to $4.6 billion in operating expenses (OPEX) every year.
These savings are driven by:
- Around 20% reduction in Customer Service OPEX by eliminating duplication of agent work in the contact center and retail store
- Improved Net Promoter Score (NPS), resulting in benefits from increased customer satisfaction and up to 10% reduction in annualized churn
- Up to 30% savings in IT OPEX from back-office streamlining and automation
Reflecting on the findings, Northstream’s CEO Bengt Nordstom said “Our research shows that multi-channel investments have failed telecom operators. Omni-channel technology holds a promising solution to improving customer experience as well as reducing OPEX.”
For the first time Northstream’s research maps out a quantitative business case for Western European operators to invest in a truly omni-channel solution by assessing the OPEX saving benefits that next generation CRM can provide.
Supporting the findings of this independent research, AsiaInfo’s VP of Product Marketing Dr Andy Tiller said “Implementing an effective omni-channel CRM solution starts with the right architecture – patching the legacy IT systems can never deliver the desired (and increasingly expected) customer experience.”
To learn more about Northstream’s research brought to you by AsiaInfo, please download this white paper.
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