Teleco's need to get serious about digitising customer journeys (part 1 – a quick fix)

Teleco's need to get serious about digitising customer journeys (part 1 – a quick fix)

This blog is triggered by a personal experience I recently had with a German telecommunications company. I will use my example to illustrate a common problem in the telecommunications (and service) industry and I will provide practical tips on how to fix it. The good news is that it can be fixed and that the benefits in terms of cost savings and customer experience are huge.

Briefly about my story. I signed up for DSL online at the end of September. Shortly after signing up I received an email with a pdf attached to it saying: “We need to know the number on your wall jack, please call our customer service team so installation can happen as scheduled”. Seriously?…

Teleco's need to get serious about digitising customer journeys (part 2 – a long term solution)

Teleco's need to get serious about digitising customer journeys (part 2 – a long term solution)

In a previous post I illustrated my personal experience when signing up for DSL with a German Telco. I presented a quick fix: https://www.innovate-strategy.com/blog/2017/11/19/telecos-need-to-get-serious-about-digitising-customer-journeys-the-benefits-are-cost-savings-and-a-better-customer-experience-part-1-a-quick-fix. Here is the long term solution approach:

In short: After signing-up online I received an email with a pdf attached saying that I had to call the contact centre to tell them a number printed on my wall jack. No option to send a text or email, or to fill in a form field during sign up. 10 weeks and multiple phone calls with a total wait time of …