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Telecom Business Review | Monday, October 03, 2022
Telecom operators are benefiting greatly from CRM and ERP solutions, as they help to connect processes, data, and departments into one cohesive ecosystem so they can run their business more efficiently.
FREMONT, CA: The telecom industry operates in a highly competitive and dynamic environment. The global telecommunication services market will reach $1.4 billion in the upcoming years. A large part of this growth is due to increasing demand, as corporate clients look to expand their businesses and individual customers seek new services. Increasing competition forces industry players to redefine their capabilities to reduce customer churn and boost revenue. Investing in ERPs and CRMs helps telcos achieve these ambitious goals.
CRMs and ERPs are essential for telecom operators to run their businesses efficiently. These systems are advantageous, but their implementation can be challenging. Up to 70% of CRM projects fail, according to Gartner, Forrester, and other firms.
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CRM and ERP systems are not easy to implement for telecom companies. Here are some of the most common challenges and how to solve them to help telcos succeed with software implementation.
One size does not fit all.
Software off-the-shelf offers a one-size-fits-all approach. Business processes in the automotive industry differ from those in the telecommunications industry. It is essential to reflect that in the solutions.
Telecom business process solutions also need to meet the industry's specific needs, in addition to traditional features like billing and revenue management.
A tailored solution can help telecoms align their resources to opportunities and grow revenue by managing network inventories and planning and designing networks and configurations.
Poor usability
Modern solutions often have poor usability. Users can experience usability issues due to cluttered user interfaces, nonintuitive navigation, or overly complex workflows. CRMs, for instance, are often too complex and difficult to use, while ERPs are frustrating.
Great UX is one of the top predictors of successful system implementations in the age of high customer expectations. Microsoft Excel is preferred over poorly designed ERP solutions by 88 percent of industrial users.
Data entry challenges
The ERP and CRM require vast amounts of data to track business processes and provide a holistic customer view. Timely and accurate input of data from outside telecom companies is essential. The process of entering data is often manual, prone to errors, and time-consuming. Data quality issues and financial losses can result from a tiny mistake at the data entry stage.
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