Telecommunication & utilities: connecting your customers online
Telecommunication and utility companies deal with millions of customers in different markets, and offer many different products and services. The range of target audiences and offerings requires easy-to-use and robust Web Content Management to ensure strong online support and information.
Description
Product or service
Telecommunications and utilities provide both products and services and works within both B2B and B2C environments.
These industries are global, delivering products and services to a variety of audiences within a highly competitive forum. Online communication is increasingly important for these industries, and it requires a balance between centralized control and local flexibility. Local regulation over telecommunication and utilities require substantial local input in online communication to ensure that content complies.
International brands & local operations
The telecommunication and utilities industries make huge investments in technology, infrastructure and R&D. As such economies of scale are very important as a means of controlling costs. In recent years, huge conglomerates resulting from mergers and acquisitions result in specific challenges from an operations and regulatory perspective. This situation requires content management solutions that support central, local and expanding online requirements.
Self-service on the rise
Both telecommunication and utilities companies are increasingly offering online self-service. These types of organizations can create a competitive advantage by offering superior online services and applications to their consumers. To supply this kind of service, IT managers often need to combine content management technology and online applications.
Personalization
Telephone use and customer behavior provide telecommunication and utility companies with invaluable insight into the types of products and services they need to develop. Data protection laws often prohibit companies from using this type of data. At the same time, the online channel provides an ideal opportunity to personalize content for their customers.
Customers always want to be treated as unique, however, for marketing it is necessary to segment customers into groups and match these groups with products and services that meet their needs. In a service environment it is much more important to identify the unique requirements of each customer. For the online channel, and particularly for organizations that need to meet high customer expectations, multiple sites, languages, and offerings can cause sleepless nights for service and IT managers.
Benefits
Customer loyalty
SDL Tridion R5 allows you to maximize your customer loyalty efforts. Personalization & profiling features give you the opportunity to offer the right content to your customers. Our proven features can support your online strategies, promote customer loyalty and substantially increase revenue from your existing client base.
Customer in control
Every support manager dreams of cost-effective yet personalized customer interaction.
SDL Tridion Web Content Management provides the cornerstone to make that dream come true. Customer support initiates and self-service strategies require up-to-date online content on a cost-effective platform.
Back-office access
For many telecommunication and utility companies, it is vital to integrate the Internet and intranet with back-office systems. Online Self Service requires access to data in back-end systems such as ERP and CRM.
SDL Tridion is ready for these requirements. All our customers run successful Web sites completely integrated with all relevant back office systems. Our product, our professional service capabilities and our strong global partner network make this work.
Brand consistency
Many of our customers need to manage multiple brands in a global environment. SDL Tridion makes this happen cost-effectively, reliably and efficiently. Our BluePrinting™ technology is key in making this work for you.