Page 9 - Telecom Reseller August-September 2015

August/September 2015
Telecom Reseller 9

GANGA
continued from page 5

and risk management, improve workforce Diana Daniels, CEO of Cronos Group, says increasingly spreading out beyond the
have occurred in their organization, support
eiciency, asset use and optimization.
that “Telecom businesses need to understand familiar boundaries of Facebook, Twitter
provider performance, and reveals how their
By allowing plant managers to monitor their environment: how their customers
and LinkedIn. Customer engagement tools
hardware and sotware footprint is handling
these facilities and have a 24/7 global view are connected, and how their services and not only help identify the conversation traic. Leveraging this insight is increasing
of eiciency, industrial operations can
products help them . hen, they [can] plan, if occurring in real-time, but ofer up tools
the need for IT departments to enhance their
be improved in real time by eliminating possible, an evolution of their infrastructure to to respond, if needed. People, particularly supplier management skills.
information gaps.
potentially build a connected platform.”
Millennials, inherently trust the opinions of
It is not an exaggeration to say that IoT is their friends, other consumers and brands (and #6: The high-accountability support
Telecoms
one of the greatest opportunities that telecoms probably in that order). Smart companies are model emerges.
IoT will be underpinned by telecoms, as all
have ever had. IoT is enabling organizations
ofering tools to help users become experts
Prediction: “Individual support personnel will
of the connected devices discussed above
to create systems that are more self-directed and share their expertise. A great example
retain ownership of the customer experience
will need a reliable connection in order to and quickly adaptable to changing conditions. are private forums where users are given a and use techniques such as collaboration and
communicate. For instance, without high- While it is human nature to resist change by trust rating; information is rated on accuracy, ‘swarming’ to break down the barriers of the
speed and high-capacity communication stepping out of an established comfort zone, and knowledge is shared among a technical traditional “tiered” support organization.
networks, the smart city cannot exist. telecom resellers need to ensure that their community of interest.
his approach will drive a better experience
Connected parking lots won’t be able to relay customers understand the beneits that IoT can for customers and ultimately make for more
information on available spaces to smart cars; bring.
#5: Support services transparency: eicient resource utilization in support
cameras in city parks won’t be able to relay But these beneits will only be realized if Customers like what they see.
organizations.”
security incidents in real time.
telecoms act – and soon. he biggest mistake Prediction: “Mobility will be a growing factor, Emerging: his model can lead to
In addition, IoT will generate huge volumes they can make is to sit on the sidelines waiting contributing to more seamless and transparent reductions in incident resolution time and
of data – which must be stored. Telecoms for a competitor to igure out how to use IoT interactions that give customers instant access cost-per-incident, as well as improve customer
already have the infrastructure in place to store to transform their business. he savvy reseller to rich information about their relationship with and employee satisfaction scores, but the
it and can therefore more easily and quickly will act as a partner in this IoT evolution, your company, your company’s products and transformation to the high accountability model
scale up than other segments that would need supporting telecoms with the information and services, and support tools and status.”
does require efort, as detailed in a recent blog
to start from scratch.
the capacity they need to thrive.
Positively Disruptive: he rise of cloud and outlining the implementation of four key steps.
support services provides more transparency Which trends are impacting your businesses?
To read about how industry leaders are for enterprises and businesses into the support Are there trends that we missed? What trends
Time for Telecoms to Take the Lead
facing IoT challenges, download the white
services they’ve been leveraging. Analytics show do you see emerging in 2016 and beyond?
companies the number of incidents that may
Follow me on Twitter @pat_patterson_v n
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