Self-service B2B service configuration tools – accelerating adoption and driving value

Self-service B2B service configuration tools – accelerating adoption and driving value

Business customers have become accustomed to a digital-first experience for all the software services they use in their organisation. Business voice communications – whether fixed or mobile, should be no different. How do you provide digital onboarding to configure voice services to get services up and running in just a few minutes?

Onboarding is more than creating an account

Once customers have chosen the communications package that suits their needs, their accounts need to be activated. Of course, there are some physical actions that may need to take place – for example, the dispatch of SIM cards (until eSIM becomes more widespread, at least). This process must be automated and take place with as little friction as possible.

Most operators have taken steps to automate some or all of these processes. Typically, this covers the purchase and provisioning process, including:

  • Digital signup, registration and account creation
  • Number portability, if required
  • Account provisioning via integration with the BSS / OSS
  • Dispatch of SIMs, if required
  • Dispatch of handsets or other devices, if required
  • Assignment of administration contacts and roles
  • And so on

However, when it comes to the configuration of more complex services – such as virtual PBX or UC solutions – then there are often steps that must be taken manually. This is out of kilter with an increasingly digital-first and automated experience. Setting up a company’s communications solution should be a painless experience – and one that can easily scale, so that it can be achieved profitably.

A true digital-first onboarding experience

Ideally, it should be possible to accomplish this without recourse to a service agent – or at least, by minimising the need to involve support teams. One interesting approach comes from leading B2B MVNO Talkmore.

When configuring a service from scratch, there are several key tasks:

  • Allocating the primary number for incoming calls
  • Creating a call handling rule – using IVRs or routing to designated switchboard agents
  • Creating answer groups and teams
  • Setting rules governing opening hours, holidays and so on, which work hand-in-hand with the rules for default call handling
  • Defining exceptions or overflow procedures
  • Adding users to the system

But, this can easily be distilled into a few steps. Talkmore uses a web-based configuration tool. This has graphical elements and follows a simple logic. Since introduction, this has been eagerly embraced by new (and existing) customers. It allows a business to be up and running in around 3 minutes.

Easy, intuitive configuration tools

easy intuitive configuration tools

In essence, it’s a much simplified version of our classical service creation environment, which is designed for operators and integrators. In this case, however, Talkmore offers what is an advanced composition tool but in a way that is intuitive to users. They all know how they want their calls to be handled, after all.

That’s important, because any service subscription offer must stand against others. Since businesses typically buy most of their software services online and manage their own accounts, they increasingly expect that the same level of convenience applies to other services consumed from the cloud. Business telephony should be no different.

Delivering consumer efficiency to the enterprise

When Dipper, a pioneering B2B MVNO – which recently merged its business with Talkmore – was founded, it had a key objective, which was summed up in a catchy statement: “to Consumerise the enterprise”.

All this really meant was that enterprise services should be available with the convenience of consumer offers. Today, this is no longer an aspiration but fact. It is as easy for Talkmore’s customers to buy and sign up for a rich B2B communications service as it is to do the same for any other cloud solution or even consumer packages, such as a basic SIM-only deal.

So, if you want to help your customers get started, you need the right digital toolset. Why not talk to us and find out how we can drive a better experience for your customers?

 

B2B Services, UC, PBX, OSS / BSS, IVRs

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