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    Service Profitability

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    dilipdone
    The document summarizes CE strategy workshop discussions around increasing service profitability in 2020. Key focuses included: 1) Monetizing 70% of customer interactions through products like recharges and upsells offered by agents and digital channels. 2) Introducing new business streams through industry adjacency products and services available across all channels. 3) Reducing costs per customer interaction by 20% through automation, assisted to self-care migration, and optimizing the retail helpdesk.

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    Service Profitability

    Uploaded by

    dilipdone
    13 views5 pages
    The document summarizes CE strategy workshop discussions around increasing service profitability in 2020. Key focuses included: 1) Monetizing 70% of customer interactions through products like recharges and upsells offered by agents and digital channels. 2) Introducing new business streams through industry adjacency products and services available across all channels. 3) Reducing costs per customer interaction by 20% through automation, assisted to self-care migration, and optimizing the retail helpdesk.

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    SERVICE PROFITABILITY

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    The document summarizes CE strategy workshop discussions around increasing service profitability in 2020. Key focuses included: 1) Monetizing 70% of customer interactions through products like recharges and upsells offered by agents and digital channels. 2) Introducing new business streams through industry adjacency products and services available across all channels. 3) Reducing costs per customer interaction by 20% through automation, assisted to self-care migration, and optimizing the retail helpdesk.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    13 views5 pages

    Service Profitability

    Uploaded by

    dilipdone
    The document summarizes CE strategy workshop discussions around increasing service profitability in 2020. Key focuses included: 1) Monetizing 70% of customer interactions through products like recharges and upsells offered by agents and digital channels. 2) Introducing new business streams through industry adjacency products and services available across all channels. 3) Reducing costs per customer interaction by 20% through automation, assisted to self-care migration, and optimizing the retail helpdesk.

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    Q1 2020 CE Strategy Workshop

    Jan 11, 2020

    company confidential 1
    2020 Strategic Blocks - Service Profitability

    Agent Query Monetization


    Customer Interaction Digital Interaction Query
    Monetization Monetization ( E.g. USSD, IVR)

    Analytics based Upsell & Cross-


    sell

    • 1 BN Revenue from
    Product Availability in All
    Channels
    CE Channels
    SERVICE
    New Business • 70% Interaction s to be
    PROFITABILITY Introduce Industry Adjacency
    Streams Products (E.g. Smart Appliances,
    Devices & Accounts)
    Monetized

    • 20% Reduction in
    Overall Cost Per
    Customer Served
    Assisted-care to Self-care
    • BDT 60 MN Savings
    Optimized Cost Per Automate Retail Helpdesk
    Interaction
    Decision tree for Agents

    company confidential 2
    • Agent pitching for recharge to low balance callers,
    Agent Query Monetization
    visitors.
    • Best product/campaign and recharge pop up to
    agents and communication via both verbal &

    Customer Interaction Digital Interaction Query


    SMS.
    Monetization Monetization ( E.g. USSD, IVR) • Intelligent IVR prompt based on customer’s
    charging, pack purchase & recharge history.
    • Pack & offer taking option in SMS communication.
    (how exactly VAS is doing)
    • Easyload & g-Sttore recharge via App

    Analytics based Upsell & Cross- • Recharge & balance monitoring for 7 days for
    sell interacted customers and pitching accordingly.
    • Voice to data user conversion by agents upon
    query.

    company confidential 3
    Product Availability in All • All products in all service channels and channel wise
    Channels rewards point
    • Tie up with DHL, Fedex, UPS
    New Business
    • Recharge capability for Foodpanda, Chaldal, Uber eats.
    Streams
    • Document collection by door-step service for other
    industries.
    Introduce Industry Adjacency
    Products (E.g. Smart Appliances, • WIC as device pick up hub
    Devices & Accounts) • Robi shop presence in WICs
    • WIC sharing with other industries
    • Robi café implementation after WIC service hour.
    • SIS on My Robi App.

    company confidential 4
    Assisted-care to Self-care
    • App promotion via SMS upon pressing “Zero”
    • Easyload transections availability in App
    • Customer will be empowered to design his/her
    App, USSD, IVR
    Optimized Cost Per Automate Retail Helpdesk
    Interaction • Agent will service thru decision tree without
    memorizing anything or searching a hugh
    document.
    • Gratification for postpaid base who pay via App
    • Gratification on E-bill conversation
    • Paper free WIC. Send SMS for any transaction
    Decision tree for Agents details.

    company confidential 5

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