The challenges for a VP of Sales and Customer Service working in Communications include ...
Reduce response times
In today’s hyper-competitive market time is the enemy, so when it takes a sales rep days or weeks to get a response or quote back to a customer it creates an opportunity for the competition.
When working with a customer it’s critical to provide detailed and complete information on the service and product availability in real time or at least with a fast turn-around time. Customers that have to wait more than a few days for a response will be looking for a competitive offering and the opportunity will be lost.
For VPs of Sales & Customer Service, myWorld provides the sales and service reps with detailed network serviceability information immediately while interacting with the customer. This keeps the customer engaged and informed, and increases win rates.
Improve customer satisfaction
Improving customer satisfaction metrics, such as NPS (Net Promoter Score), is essential to revenue and market share growth targets.
Sales and Customer Service teams own customer satisfaction so they have to create a consistent positive experience throughout the entire engagement cycle. Each interaction affects the overall customer experience – even one poor event in the sales or service cycle means the satisfaction level suffers and that leads to lost opportunities and churn stemming from eroding loyalty.
For VPs of Sales & Customer Service, myWorld enables a quality customer experience where they feel confident in the knowledge and reliability of the sales or service representative. Customer experience metrics like NPS (Net Promoter Score) improve because the customer feels better about the company’s differentiated quality people, products and services.
Improve sales effectiveness
Sales reps need to be well informed about the network and available services when responding to customer inquiries
Far too often the sales or service rep does not have all the necessary information to provide a complete and effective response to their customers. Missing or inaccurate serviceability information and waiting for engineering teams to provide details lead to lost opportunities.
For the VP of Sales & Customer Service, myWorld gives sales and service reps all the information they need to provide an accurate and complete response to customers seeking a new or enhanced services. When customers are presented with a high quality answer, proposal or quote immediately or with a fast turn-around time they are far more likely to purchase new or expanded services.
myWorld Network Insight
myWorld Network Insight delivers an array of simple-to-use data analytics and visualisation tools that enable anyone in your organisation to rapidly investigate reliability issues on your network, to help determine the root cause of problems and optimise your maintenance programs.
myWorld Inspection & Survey
myWorld Inspection & Survey is a flexible software platform that enables operations teams to create, optimise and perform all required field inspections and surveys digitally. Its versatile architecture enables deployment in weeks at any utility or communications company.
myWorld Inspection & Survey transforms workers’ ability to collect inspection data by enabling them to capture information on any mobile device, eliminating paper-based processes. It delivers advanced regulatory reporting and facilitates the optimal efficiency of company-wide inspection operations.
myWorld Damage Assessment
Electric utilities are challenged by geographic distances, changing regulations, legacy systems and processes, increasing technological network complexity and the natural environment in their mission to deliver a reliable service to increasingly educated consumers. When storms or emergencies hit they need to restore power as safely, quickly and predictably as practically possible.
myWorld Damage Assessment is a flexible software platform that enables utilities operations teams to drive efficiencies throughout the damage assessment process during storms or emergency events. It dramatically improves overall field communication as well as the speed and quality of information collection, which has a direct positive impact on predictable restoration time and SAIDI and CAIDI performance.
myWorld Capture manages the collection of construction as-built, red-lining, and data correction details from staff and contractors in the field, submission for QA review, and feed to core engineering systems like GIS. Technicians can easily record and submit changes in the field on their mobile device and are notified when their changes have been processed. All interested parties can stay co-ordinated and keep track of status as updates move through the process.
It runs on the myWorld Platform so myWorld Capture has proven enterprise scale synch of data and application updates to keep field workers productive when offline.
myWorld Enterprise Platform
myWorld enterprise location intelligence platform transforms the ability of infrastructure companies to manage their geographically dispersed assets by providing a real-time digital twin of physical operations that can be securely shared by thousands of field and office staff, connected seamlessly to other critical enterprise systems.
Now all departments and contractors can coordinate resources and activities to maximise productivity, quality and safety across Planning, Design, Construction, Operations, Sales and Customer Service.
myWorld Fiber Planning
myWorld Fiber Planning automatically generates a cost-optimized next-generation fiber network plan and design. The system produces a geospatial layout and Bill of Materials using mathematical optimisation based on available data sources, design standards and user inputs. myWorld Fiber Planning is easy to use and integrates with all leading GIS databases.