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Telecom

Why telecom services need to undergo UX transformation?

In a market where the uncertainty is greater than ever, the biggest challenge telecom players are facing is around simplicity of operations and high availability of their services.

“Five-nines” (99.999% availability) has become a standard norm among operators and outages of any kind have a potential to cause huge damages. The ultimate aim is to enhance the customer experience, sharpen the offering and increase profitability. The pace also has to be fast as time-to-market is business-critical.
There is no arguing that the telecommunications world is a highly competitive one. Once a world dominated by monopolies that could shovel whatever services and systems they wanted to on their customers and employees. Things have changed greatly in the cellular age. Now companies look for anything to keep their internal and external users satisfied in an increasingly competitive world and are turning to design thinking for solace.

Why telecom services need to undergo UX transformation?

In a market where the uncertainty is greater than ever, the biggest challenge telecom players are facing is around simplicity of operations and high availability of their services.

“Five-nines” (99.999% availability) has become a standard norm among operators and outages of any kind have a potential to cause huge damages. The ultimate aim is to enhance the customer experience, sharpen the offering and increase profitability. The pace also has to be fast as time-to-market is business-critical.

There is no arguing that the telecommunications world is a highly competitive one. Once a world dominated by monopolies that could shovel whatever services and systems they wanted to on their customers and employees. Things have changed greatly in the cellular age. Now companies look for anything to keep their internal and external users satisfied in an increasingly competitive world and are turning to design thinking for solace.

The kind of experience provided by telecommunications hardware, software, management interfaces and services play a significant role in managing user errors and taking data driven decisions which can help mitigate the customer attrition rate.

Instilling a user centred design thinking can also enable product development teams to develop systems and tools that effectively address business goals and technical constraints.Telecom operators now understand the importance of empowering business users as they represent the service provider on the ground level. They execute critical tasks which directly or indirectly impact the end user experience. For example, issue resolution speed is a make or break factor for customer satisfaction. By giving agents an easy access to the information they need to answer questions that customers typically ask and by providing them a clear pattern for customer behaviour, service providers can boost employees’ performance manifolds.

The kind of experience provided by telecommunications hardware, software, management interfaces and services play a significant role in managing user errors and taking data driven decisions which can help mitigate the customer attrition rate.

Instilling a user centered design thinking can also enable product development teams to develop systems and tools that effectively address business goals and technical constraints. Telecom operators now understand the importance of empowering business users as they represent the service provider on the ground level. They execute critical tasks which directly or indirectly impact the end user experience. For example, issue resolution speed is a make or break factor for customer satisfaction. By giving agents an easy access to the information they need to answer questions that customers typically ask and by providing them a clear pattern for customer behavior, service providers can boost employees’ performance manifolds.

Typical domains of telecom systems include

Network Device & Network Management

Systems

Product provisioning

Order Management

CRM and troubleshooting

Typical domains of telecom systems include

  • Network Device & Network Management

  • Systems

  • Product provisioning

  • Order Management

  • CRM and troubleshooting

KEY STATS

As per the survey by EY, Customer experience management is cited as the number one strategic priority by senior telecom executives

Operators are looking for opportunities to improve service personalization by enabling their employees with uptodate data.

By joining forces with Koru, you will gain access to 6 years of expertise in building solutions for the telecom domain. Our team of UX experts build customized strategies based on your need. Your goal could be

Optimize the workflow

Add a new feature to the existing product

Build a concept from scratch

Enhance UI and standardize reusable components

By joining forces with Koru, you will gain access to 6 years of expertise in building solutions for the telecom domain. Our team of UX experts build customized strategies based on your need. Your goal could be

Our team of UX experts build customised strategies based on your need. Your goal could be

Optimize the workflow

Add a new feature to the existing product

Build a concept from scratch

Enhance UI and standardize reusable components

We have helped operators with major UX challenges that directly impact their bottom line. We clearly understand product provisioning, order management, Order entry, validation, activation, CRM as well as troubleshooting processes in telecom.

We believe the next generation of mobile infrastructure will have to be about extremely tight integration of many factors, such as connectivity, real time analytics, management, security, cloud technologies and much more. Our mission is to help you achieve exactly that!

OUR EXPERTISE IN TELECOM

Hands on experience of working with over 50 telecom enterprises

We understand users’ emotions, their motivators and productivity boosters while working on your application.

Winning strategies to help you drive the best possible ROI on UX

A reliable and passionate team of expert UX and UI designers

Our Expertise

  • Hands on experience of working with over 50 telecom enterprises

  • We understand users’ emotions, their motivators and productivity boosters while working on your application.

  • Winning strategies to help you drive the best possible ROI on UX

  • A reliable and passionate team of expert UX and UI designers

Let's talk about what we can do together.

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