Imagine having to wait three minutes before you could begin reading this blog post. Would you linger or leave?
I’m guessing most of us wouldn’t stick around cause we are not good at waiting. In today’s world, where GPS spits out directions in seconds, and takeout gets delivered within minutes, our tolerance for waiting has become almost non-existent. Fast and convenient is the name of the game, and we’ve been conditioned to get what we want when we want it.
Instant gratification has become an expectation in nearly every aspect of our lives. For consumers, having high expectations makes sense. But for organizations, especially those providing B2C products and services, keeping up with consumers’ expectations has become a constant challenge. Among our telecom clients at Palladin Technologies, it’s a concern we hear over and over, and they come to us seeking help with their customers’ ever-growing demands.
I understand telecom operations are complex, with teams working in the field and at headquarters. And when communication across the teams breaks down – as it often does – it’s a key cause of the negative customer experiences that telecom is trying to avoid. I’ve witnessed first-hand how Salesforce Field Service has proven invaluable to our clients. It addresses many of telecom’s challenges and keeps pace with evolving tech, particularly with mobile and AI features, which are essential for meeting today’s consumer expectations.
The reality is most people prefer digital interactions over talking to a person unless there’s an issue. Research backs up this thinking because consumers favor the immediacy and convenience of digital. Manual processes like speaking on the phone will no longer cut it.
Consider a customer trying to schedule an appointment with a telecom provider without automated scheduling. They don’t want to wait while dispatch checks shared calendars, especially when the process tends to be prone to errors. Let’s say the same customer needs to reschedule their appointment. Telecom providers need real-time visibility into their field operations to change on the fly to customer needs – again because it’s all about immediacy.
In my experience, telecom companies often face high operational costs, mainly due to inventory management issues or penalties for missing service level agreement deadlines. We’re also seeing more issues with third-party contractors, where it can be difficult to gain insights into the quality of their work.
I get why telecom companies feel overwhelmed by these compounding challenges, especially at a time when immediacy is a must, not a maybe. But there is an attainable solution: automation. By automating processes, telecom can reduce truck rolls, improve first-time repair rates, and optimize routes and schedules. The result is happier customers and streamlined operations.
Failing to adapt to changing customer needs could risk substantial revenue loss and slowed growth. Cause consumers want what they want, and they want it now. If telecom companies can’t immediately deliver, customers will just as quickly switch to a competitor who can.
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EVP, Strategy, Insight & Innovation
Melvin J. McNamara, based in Washington DC is a transformation and strategy leader recognized for his exceptional contributions in business development, management consulting, and building technology ecosystems. Currently serving as the EVP of Strategy, Innovation & Insights at Palladin Technologies, Melvin leads the company’s strategic planning, innovation initiatives, and market research efforts. With over 20 years of experience in the technology industry, including senior roles at Salesforce. With an MBA from the Smurfit Business School, University College Dublin, Ireland and a BA in Business Studies from the University of Limerick, Ireland, Melvin is a sought-after expert in big data, AI, and CRM. His experience and knowledge of global markets position him as a valuable asset in driving business success by articulating action-biased initiatives that fuel growth for clients to thrive.
