Tag: telecom industry

customer analytics

Marketing Analytics: How a Telecom Industry Major Established their Presence in the EMEA Region

What the Client Wanted

The telecom industry client wanted to measure, manage, and analyze their marketing performance.

The Outcome

The client better understood the customer behavior.

Summary of the global telecom industry

The global telecom industry primarily engages in operating and providing access to amenities in terms of voice, text, and data. Businesses in the telecom industry are increasing their focus on redefining their current business models to gain a competitive edge over the other competitors. Additionally, to deal with the issue of minimal revenue growth and tightening profit margins, telecom industry players are revitalizing their operations and reducing complexities to improve the quality of the services rendered and encourage commercial offerings.Request Proposal Factors such as the affordability of services and the rising demand for high-speed internet facilities is expected to further contribute to the growth of the global telecom industry.

Industry Challenges

Decline in the voice revenue: In recent years, there has been a gradual decline in the way of communication from the traditional voice and text to internet messaging. With the presence of Wi-Fi, the use of internet messaging applications has increased; thereby, showcasing a radical decline in the voice revenue.

The rise of 5G: In today’s competitive environment, the telecom industry is witnessing the entry of 5G service providers. With 5G services offering ultimate blazing fast browsing experience as compared to the current settings, prominent players are under pressure to offer such services to meet the target requirements. This is expected to be a challenge for the traditional service providers who specialize in offering 4G services.

About the Client

The client – a leading telecom industry player.

Client’s Challenge

The telecom industry client wanted to gain insights into the customers’ preferences and perception about their new products. With the help of marketing analytics, the client also wanted to seek ways to monitor new marketing campaigns and understand the overall sales performance. Furthermore, the client also wanted to understand the marketing trends and measure the impact of such trends on the industry’s growth prospects.

Summary of our marketing analytics engagement
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Business Impact

With the help of marketing analytics, the telecom industry client determined the true ROI of their activities in terms of social media and email marketing success. The client also re-prioritized their brand offerings and launched new products in niche market segments to establish their presence in the EMEA region. With the help of Quantzig’s marketing analytics, the client also diagnosed deficiencies in their advertising channels and accordingly made adjustments to strategies to enhance their overall marketing efficiency.

Marketing Analytics Solution Insights

Quantzig’s marketing analytics helps firms in the telecom industry space to better understand customer behavior across multiple platforms and make better use of their resources to make marketing main-stream in niche regions. This can further help companies to measure and augment their marketing activities and streamline their efforts to improve overall sales performance.

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Telco Case Study: Customer Analytics to Study and Capitalize on Customer Behavior

What the Client Wanted

Deploy customer churn analytics-based solutions to study and capitalize on customer behavior.

The Outcome

Leveraging customer churn analytics helped the client to identify the drivers that contributed to customer churn. This engagement entailed the implementation of analytics-based solutions to scrutinize, understand, and capitalize on customer behavior. It even enabled them to develop a customer churn model that precisely tracks deviations in customer behavior.

Overview of the Telecom Industry

Data and analytics are key factors that have transformed many industries globally. It not only acts as a tool to cut down costs and enhance customer experience but also helps drive future growth. Also, digitization has played a major role in improvising business functions across industries and the telecom industry is no exception. In fact, it enables organizations to reimagine their business functions and systems, and future-proof their businesses to withstand the growing competitive pressure.

Moreover, the growing need to deliver a superior customer experience has proven to be a critical driver for telecom analytics in the telecom industry. Telecom analytics enable telecom firms to understand the modern customer’s needs and help personalize services in real-time.Request Proposal

However, to gain a stronger foothold in the industry, telcos have to focus on providing holistic services. Implementing innovative market trends helps leverage the efficiency of services. Quantzig’s customer churn analytics is one such solution that aims to change the way the telecom industry functions.

Telecom Industry Challenges

  • Ongoing regulations in the telecom industry: Telecom industry players have been facing many regulatory challenges owing to the complexity of the surrounding environment. Leading telecom firms have also started embracing such regulatory pushes to turn them into customer-focused benefits.
  • Offering personalized customer experiences: Enhancing customer experience is the key to improve brand loyalty and profit margins. To do so, telecom companies need to gain detailed insights into the customer’s journey and understand the various aspects affecting their behavior.

About the Client

A leading player in the telecom industry.

Client’s Challenge

To identify customer behavioral patterns and develop a reusable customer churn model, the client – a leading telecom client – approached Quantzig. The client wanted to leverage Quantzig’s vast experience in customer churn analytics to their benefit and gain actionable insights to capitalize on customer behavior.

Benefits our customer churn analytics engagement

Customer Churn

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Business Impact

Quantzig’s customer churn analytics solution helped the client to develop a reusable churn model based on the customer’s behavioral pattern. The customer churn model benefitted the client in numerous ways and enabled them to take proactive measures to reduce customer churn. It also assisted the telecom industry client to devise and test the churn score and key drivers based on each customer’s propensity to churn.

Customer Analytics Solution Insights

Customer analytics is gaining extensive applicability in a number of industry domains and are poised to witness wide-spread adoption in the coming years. Also, with the innumerable challenges that have unfolded in today’s rapidly changing telecom landscape, it becomes crucial for telcos to predict customer churn and devise appropriate telecom analytics based business models that offer real-time insights into customer behavior.

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New Challenges That Awaits the Telecom Industry in 2018

The telecom industry has been going through rapid changes. The advancement in technology and the rise of new platforms such as WhatsApp, Skype, and Facebook have drastically reduced the traditional profits earned by telecom companies from voice calls and SMS. In this digital era, companies in the telecom industry are fighting hard to prevent themselves from becoming mere data channels. One way out for players in the telecom industry is to build up an open platform that can attract participation from hardware providers, end device suppliers, content developers and end users. To stay afloat, the telecom industry companies must adapt to the changing needs of the customers. Failing which they will find themselves threatened by other players in the market who will grab the opportunity. Furthermore, in order to maintain their revenue stream, telecom companies must identify new and innovative solutions whilst providing customers with the existing key services. Here are some fresh challenges that companies in the telecomRequest Solution Demo industry will have to endure this year:

Increasing financial overhead

Today, telecom companies have millions of subscribers, a variety of new products, and bundled and customized solutions. This makes the operational support services like order fulfillment, customer care, service configuration, and billing increasingly complex. Ergo, the cost of handling these operations require resources and different tools, thus, increasing the financial overhead.

Security concerns

The rising rate of security threats powered by new technologies has become a major concern for operators in the telecom industry. So, several operational and technical innovations are needed for telcos to meet customer expectations of complete system security from network till the device level. Furthermore, telecommunication providers need to make upgrades to their IT and connectivity infrastructure and focus on providing data and voice services that are high quality, reliable, and affordable.

Competition from OTT services

OTT services, especially in the case of messaging apps, have been stealing a great deal of revenue from telecom companies. Due to this, the average revenue per user (ARPU) of telecom companies have seen a declining trend throughout the past decade. If this trend continues, chances are that the SMS services provided by telecom companies will soon completely shut shop. Also, OTT providers are starting to provide voice call services, which makes the problem even more significant for players in the telecom industry.

Impact of IoT

Another important telecom industry challenges to be prepared for this year is the rise of Internet of Things (IoT), which is leading to the explosive growth of the connected devices market. This is putting telecom companies in trouble as the integration of IoT requires a greater level of connectivity and data flow from the underlying platform. It becomes highly challenging for firms in the telecom industry to develop a functional platform that can support such IoT ecosystems.

5G technology

5G technology is expected to roll out by 2020, and it comes with an array of advantages for both users and the providers. But interestingly, 5G technology is also one of the biggest challenges that companies in the telecom industry are going to face. This is because even non-telecom companies are slowly planning to venture into this technology. Also, numerous players in the telecom industry are still catching up to the 4G technology as they are still stuck with 2G and 3G technology.

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Sales Force Analytics Helps a Leading Telecom Services Provider to Gain a Blended View of their Business Developments

What the Client Wanted

Wanted to foster long-lasting customer relationships.

The Outcome

Leveraged salesforce analytics and aggregated data from several platforms to help the telecom services provider to gain a blended view of their business.

Summary of the Telecom Services Industry

Technological developments in the global telecom industry take place at an astounding rate. Telecom services providing companies are always at the receiving end of various technological innovations and customer’s demands. Nevertheless, it can be said that the telecom industry is sitting on a goldmine of opportunities waiting to be explored. However, harnessing data is a major concern for players in this sector, owing to the abundance of data sources – locationRequest Proposal logs from towers, event logs, call details from network switches, and IDS/IPS alarm.

To process the data faster, telecom services providers will have to leverage advanced data analytics solutions that would help them help them to achieve accurate and timely insights. Telecom analytics ensures that the providers of telecom services have the right solution in place, which can help them harness the huge volumes of data and gain meaningful insights from them. The proliferation of technology over the last few years has made it essential to extract maximum insights from data-rich repositories to gain a competitive edge.

Telecom Services Industry Challenges

  • The decline in voice revenue: The medium of communication has changed over the years. Initially, text messages and voice used to dominate the telecom industry, people now prefer VoIP and internet messaging. This has negatively impacted the revenue growth in the telecom sector, compelling companies offering telecom services to identify additional revenue sources.
  • Interpreting the needs of customers: Inability to understand and predict customer preferences can be attributed to a poorly defined growth agenda. It is essential to enhance customer relationships by understanding their requirements and catering to their needs.

About the Client

A telecom industry major offering telecom services including – network services, fixed-data services, voice services, and mobile services.

Client’s Challenge

To benefit from new types of revenue and ensure customer loyalty, the telecom services provider approached Quantzig to leverage salesforce analytics. The main objective of the engagement was to leverage knowledge from customer data that can help enhance customer relationships. It included datasets from several sources. Furthermore, with the help of salesforce analytics, the client wanted to offer meaningful services to their customers at various stages of their journey.

Summary of our salesforce analytics engagement

Salesforce Analytics

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Business Impact

With the help of Quantzig’s salesforce analytics solution, the telecom client enhanced their profit margins by better connecting with their customers. It enabled the client to identify essential opportunities to optimize costs across the value chain. Moreover, implementing telecom analytics offered enhanced visibility into the core operations, market conditions, and internal operations. Also, salesforce analytics helped in the identification of hidden data patterns, customer behaviors, and relationships, which subsequently assisted the client in enhancing their business strategies.

Salesforce Analytics Solution Predictive Insights

Quantzig’s salesforce analytics solutions help anticipate customer demands to offer personalized services at significant stages of the customer’s journey. In order to capitalize on this potential, telecom industry firms have to integrate telecom analytics and build their competencies to maximize their benefits. Salesforce analytics also helps companies to devise enhanced strategies to continuously engage customers.

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Why is Predictive Analytics a Must-have in the Telecom Industry?

The telecom industry is one of the fastest growing sectors in the world. Companies in the telecommunications industry have shifted from being mere providers of infrastructure, bandwidth and capacity to enablers of communication, information, and interaction. As technology advances, service and pricing plans evolve, and the market becomes more saturated, telecom companies face increasing competition for customers. But the good news is that there is an abundance of customer data that is available to telecom companies today. Players in the industry can get the best out of this data with the help of advanced capabilities such as predictive analytics. By using predictive analytics, companies in the telecom industry can learn more about their customers’ preferences and needs, which will eventually make them more successful in this highly competitive industry. HereRequest Solution Demo is why we think that every provider in the telecom industry must leverage predictive analytics:

Satisfy customer expectations

One of the guiding principles of customer experience management is to look at how customers are engaging at every stage with the organization. This includes interactions before they sign on as customers, all the way through the end of their engagement with the company. The goal is understanding the customer’s experience and taking measures to shape it in the most positive way possible. In other words, it’s about anticipating needs and delivering services that keep customers happy, rather than reacting to problems. With the help of predictive analytics, telecom companies can accurately identify the trends in customers’ needs. This will help providers to alter their services accordingly and improve the customer experience.

Predict and prevent customer churn

Did you know that certain predictive analytics software even recommends ways to reverse trends such as churn? This can be taken into account when companies in the telecom industry are devising strategies to reduce or avoid churn. For instance, Cox Communications, a leading player in the telecom industry had built predictive models that enabled them to quickly and precisely poll millions of customer observations and hundreds of variables to identify issues including the likelihood of churn. They then personalized offers across 28 regions. By acting upon the insights and recommendations, the provider was able to reduce their customer churn.

Fraud detection

Fraud is a key root cause of lost revenue in the telecom industry. Efficient fraud detection systems can help telcos save a significant amount of money. Fraud detection systems depend on data mining algorithms to identify and alert telcos to fraudulent customers and suspicious behavior. While data mining techniques help only in the areas of subscription fraud, it is useful to remember that there can be several methods of fraud, requiring other analytic models to aid detection. Risk management teams are the largest users of fraud management systems.

Cross-selling and up-selling

Cross-selling and up-selling activities can be supported by predictive analytic in the telecom industry by tracking on association rules and transaction histories. Analytics-driven cross-selling and up-selling campaigns are known to provide comparatively higher returns. By moving beyond financials, they also increase stickiness and reduce the number of contacts required for cross-selling and up-selling.

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Wireless Communication Provider Leverages Quantzig’s Churn Analytics to Tap into the Behavior of the Customers

What the Client Wanted

Profile customers that are vulnerable to churn and devise effective retention strategies.

The Outcome

Reduced churn rates by 10% and amplified service offerings

Summary of the Wireless Communication Industry

The global wireless communication industry comprises of firms offering mobile phones and other wireless telecommunications devices such as wireless internet access and video. Over the past few years, wireless communication has proven to be effective for the sustenance of businesses as it facilitates effective communication with end-users across the globe. Due to the growing innovations in the telecom industry, businesses have started opting for the Internet of Things in their applications to streamline their operations and deliver effective services. Besides, the rapid growth Request Proposalof the wireless telecommunication market can be accredited to the growing internet penetration, ease of access to smart mobile devices, and advances in wireless technology.

Industry Challenges

Security issues: Currently, individuals have better access to a wide array of data services with the trend of digitization reaching its peak. However, unlimited access to data can make them vulnerable to potential threats. As a result, establishments in the wireless telecommunication space should look to ensure better security in terms of maintaining and handling data. 

Equipment costs: Wireless telecommunication services are considered expensive when compared to conventional counterparts. Moreover, the extra costs involved in subscribing data services are forcing organizations to offer solutions at affordable costs while meeting the value requirements. 

About the Client

A world-famous wireless communication provider based out of the US.

Client’s Challenge

The client was facing challenges identifying customers that are susceptible to churn. As a result, the client wanted to seek ways to effectively predict churn and formulate a more targeted and personalized offer to see a sizable reduction in churn. With the help of a churn analytics solution, the client wanted to understand the customer’s behavior and establish processes to identify early signs of churn.

Summary of our engagement
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Business Impact

With the help of Quantzig’s churn analytics solution, the wireless communication provider managed risks related to customer churn and identified the key areas to enhance the business value. Additionally, the client optimized sales and marketing campaigns and improved conversion rates. This further helped them to scale up the cross-sell and up-sell opportunities.

Churn Analytics Solution Insights

Quantzig’s churn analytics solutions help firm in the telecom industry space to gain a holistic 360-degree view of the customers’ interactions across multiple channels. Furthermore, firms can understand customer needs and preferences and consequently offer tailored services to boost their retention capabilities.

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Marketing Analytics to Minimize the Wastage of Marketing Dollars for a Leading Telecom Industry Client

What the Client Wanted

Enhance efficiency and reduce the wastage of marketing dollars.

The Outcome

With the help of Quantzig’s marketing analytics solution, the client measured, analyzed, and managed marketing performance to optimize ROI. The continuous monitoring of marketing campaigns and their respective outcomes also enabled the client to spend each marketing dollar as efficiently as possible.

Summary of the Global Telecom Industry

The telecom industry has always processed large volumes of data related to operations, customers, and transactions. Over the years, leading telecom service providers have implemented numerous techniques to process these data sets which includes – data mining, statistical analysis, and knowledge management among others. On an average, telecom service providers generate billions of records on a daily basis, and it requires continuous monitoring and analysis in real-time or near real-time Request Proposalto generate maximum benefits.

Industry Challenges

  • Competition from peers: Telecom service providers must ensure they gain a competitive advantage by offering enhanced services to their customers and by building a brand known for innovation. They can use analytics tools to understand customer preferences and build suitable applications that address the needs. In this way, telecom service providers are challenged to enhance efficiency and improve uptime.
  • Leveraging infrastructure to meet the growing demands: It is essential to leverage the correct infrastructure to maintain optimum functionality. Telecom service providers will have to develop innovative approaches to address the growing data needs of their customers.

About the Client

A telecom service provider, headquartered in the US with over 6000 employees.

Client’s Challenge

To improve sales effectiveness and minimize wastage of marketing dollars – the client, a market leader in the telecom industry – approached Quantzig to engage in a marketing analytics study. The telecom service provider was facing challenges in measuring and monetizing their marketing campaigns by optimizing their marketing-mix strategies, enhancing sales-force effectiveness, optimizing promotions and positioning, measuring marketing ROI while augmenting their marketing spends, improving customer experience, and maximizing overall profitability.

Engagement Summary
Telecom Service
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Business Impact

With the help of Quantzig’s marketing analytics solution, the telecom service provider was able to measure the effectiveness of their marketing campaigns. The recommendations offered assisted the client in influencing their customers to upgrade services. The engagement also focused on the effective management of marketing investments and driving the value of every marketing dollar.

Marketing Analytics Solution Insights

Quantzig’s marketing analytics solutions help firms in the global telecom industry to drive maximum value from the company’s datasets. It includes data obtained from disparate sources- demographical and psycho-graphical information, transactional data, and website usage. Analyzing these datasets can assist telecom service providers in improving the ROI of their marketing campaigns by increasing their effectiveness.

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Tech Trends Calling for Change in the Telecommunication Industry

In the modern world, the telecommunication industry has already established itself as one of the most important sectors in the world. In fact, it’s safe to say that the telecommunications industry is still a major driver for growth in some of the world’s most progressive countries. Given how inseparable human beings and they mobile phones have become, there is no looking back for the telecommunication industry. Furthermore, tech trends such as consumer-driven data consumption, fueled by live video streaming and the rise of augmented reality apps like Pokémon GO, has soared and put unprecedented pressure on networks providers. As infrastructure improvements to both mobile and broadband technologies continue, the global telecommunication sector continues its transformation process in the upcoming year as well. Here’s a look at five tech trends that would further revolutionize tRequest Solution Demohe telecommunication industry in 2018:

Unleashing the power of 5G

The pressure of IoT on top of our insatiable desire for streaming videos will absolutely decimate 4G LTE. With many companies in the telecommunication industry around the world developing 5G architecture and initiating their field tests later this year, 2018 will see the very first wave of commercial offerings being launched amongst widespread trials of the technology. The race for 5G is on and will continue at pace in 2018. 5G is projected to be about 10x faster than 4G, with download speeds of around 10 GBPS. Testing of 5G has just begun and it won’t be available until 2020, so hopefully, WiFi will help fill in the gaps until then.

Cloud computing

Providers in the telecommunication industry are facing some great challenges and opportunities when it comes to tech trends like cloud computing. They can potentially use the cloud to deliver higher quality, more flexible, and more scalable enterprise IT services at a lower cost when compared with on-premise solutions. For the consumers, there’s a big opportunity for providers in the telecommunication industry to offer more cloud-based services that can be accessed, updated, and purchased from anywhere.

AR and VR

Augmented reality (AR) and virtual reality(VR) are tech trends that have taken the world by storm. The core purpose of such tech trends is to empower digital visualizations on real images. Many trendy games are using it to make the user experience even more enriching and real. This technology will grow bigger in the upcoming years, thus creating a demand for more sophisticated applications. Smartphone users will also start embracing such tech trends now more than ever. We expect the majority of AR usage to come from creating viral content through smartphone cameras. On the other side, B2B augmented reality apps will significantly change the way people perform their jobs. For instance, engineers will be able to find a broken FO link within a bunch of cables by simply holding up a smartphone and opening a specific application. This will significantly decrease the time required to perform troubleshooting, find problems, and fix them. The end customer will be satisfied and the whole process will be more efficient.

Digitization in customer support

Customer support is the most common service clients are looking for when calling their telecom provider’s call center. The whole process can be slow and unpleasant for both sides. Not to mention sometimes the issue remains, even after the call. Future analytics-based digital support centers are already in use by some of the top global telecom operators. They have set-up sophisticated systems to track and foresee problems of customers. This new approach gives users self-service capabilities to solve questions and difficulties on their own, which reduced the number of support calls.

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Price Analytics: How Price Change Impact Assessment Helped a Leading Telecommunications Service Provider in Improving Pricing Decisions

The client: Telecommunications service provider

Area of engagement: Price analytics

The telecommunication industry is witnessing rapid growth, making it one of the fastest growing industries globally. A telecommunications service provider is most often a firm that provides telecom services for sending and receiving information through electronic devices. The services offered by them include text, email, fax, television, internet access, and radio.

Furthermore, telecommunications service providers offer services that are beneficial for organizations in establishing and developing a healthy relationship with customers. Also, the services offered by a telecommunications service provider help in enhancing the efficiency of data transmission.

Factors fueling the profit margins of telecommunications service providers include technological advancements, the emergence of new telecom technologies, growing demand for wireless communication, and demand for high-speed data processing. However, certain factors like high cost of value-added services and QZ- Request free proposalnon-awareness among customers act as major constraints for telecommunications service providers.

The Business Challenge

The client, a leading telecommunications service provider with business units spread across the globe, found itself struggling to improve the pricing strategies of the organization.  The client also wanted to predict the future and best prices to improve profitability. Therefore, they wanted to leverage price analytics by implementing a price change impact assessment to identify the possible factors that could be affected by the changes in pricing.

The Solution and the Business Impact

With the help of Quantzig’s price analytics solution, the telecommunications service provider gained detailed insights on the extent to which prices for their services can be improved. It also helped them develop appropriate pricing strategies to identify and prevent the gaps between current prices and those that can be theoretically achieved. Furthermore, our price analytics solution helped the telecommunications service provider to improve their pricing decisions.

telecommunications service provider

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Price Analytics Predictive Insights

The complexity around pricing in today’s world presents several challenges for B2B organizations. Organizations struggle to maximize returns by making better pricing decisions without investing prohibitively high amounts of resources, time, and effort.

Quantzig’s price analytics solution helps telecommunications service providers in developing a robust pricing strategy, which acts as a catalyst for improving profitability and ensures that the brand’s price image reverberates through all marketing and promotional campaigns. Price analytics also plays a critical role in establishing a brand image as it helps them connect with end-users of their services. Furthermore, our solutions help firms to make better pricing decisions to improve overall profitability.

Telecommunication industry drivers:

Cloud offerings Cloud-based platforms offer several opportunities for reaching out to new client segments, cost reduction, and CAPEX to OPEX transformation. It also helps in developing a digitally connected world, serving as the base for most of the social networks, OTT players, and even M2M platforms. Moreover, cloud not only enables telecommunications service providers to expand their businesses as cloud service providers, but it also fosters efficiency, as every telecommunications service provider benefits from outsourcing part of their non-core operations to external providers over the cloud.

Machine to machine and mobile moneyMachine-to-machine and mobile money allow telecommunications service providers to pursue new revenue streams. While machine to machine involves machines at either end of the communication line, mobile money enables the transaction of several hundred or even thousands of Euros. However, both are considered to be major telecommunication industry forces that are expected to grow at an accelerated rate.

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Salesforce Performance Optimization for a Leading Electronic Contract Manufacturing Client Helps in Maximizing Salesforce Productivity and Minimizing Attrition

The client: An electronic contract manufacturing company

Area of engagement: Salesforce performance optimization

Electronic contract manufacturing is a form of outsourcing that provides a wide range of core manufacturing capabilities. Electronic contract manufacturers usually contract with organizations to manufacture electronic products on their behalf. Growing functionalities, such as component assembly, sub-assembly manufacturing, QZ- Request free proposalengineering, and design of printed circuit boards, and functional testing offered by contract manufacturing companies are expected to drive the contract manufacturing industry’s growth.

The Business Challenge

With an aim to track and optimize the performance of their sales force, the client – a renowned electronic contract manufacturing company based out of the US with more than USD 93 billion in revenues – wanted to develop a solution for salesforce retention and optimize their strategy to improve conversion rate. As a result of stiff competition in the market – and the need to ensure that their customers continue availing their products – there was a need to re-strategize their existing strategy and salesforce productivity.

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The Solution Benefits and the Business Impact

With the help of Quantzig’s salesforce performance optimization solution, the electronic contract manufacturing client gained a clear understanding of the impact of training and compensation levels of the salesforce. They also identified factors that affected the growth, success, and tenure of candidates after training to ensure maximum ROI from current agents. This helped them minimize agent attrition and maximize salesforce productivity.

Salesforce Performance Optimization Predictive Insights

Quantzig’s salesforce performance optimization solution assists firms in the telecom industry to understand the key factors affecting the performance of the salesforce, minimize agent attrition, and maximize sale force productivity. Companies can also gain real-time updates and insights into the agent’s performance, operational metrics, call details, and training of new recruits.

However, our in-depth analysis of the telecom industry shows that electronic contract manufacturing firms across the globe are facing challenges in terms of:

  • Assigning the right team: Working with any contract manufacturing firm, companies will go through distinct phases, which include contract manufacturer selection, contract and price negotiations, transition, and ongoing management. Each phase requires a different skill set – meaning that firms must be ready to tap into different levels of expertise.
  • Reducing inventory liabilities: A big problem for firms in this industry, especially those with leaner staffing levels and broader functional responsibilities, is that they do not ask the right questions early enough. Moreover, most companies do not enter the contract manufacturing relationship with a strong understanding of what their liability profile might look like; they often find out later when they get a charge for excess or outdated inventory.

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