How Telecommunications Professionals Can Benefit From Enterprise Apps
As telecommunications becomes an increasingly fast-paced industry, with mobile service revenues expected to reach $1.1 trillion by 2019, companies are having to find new ways to increase productivity and deliver their services more efficiently.
Telecoms companies are no strangers to mobile apps but many are not aware of just how effective these can be in helping them increase the pace of their service delivery. Telecommunications apps can also help in other ways, for example by helping companies improve their customer service and deliver better reporting.
In this article we offer some ideas for the kinds of mobile apps that can help telecommunications companies deliver high quality services faster and more efficiently while helping them stand out from competitors.
Some telecommunications app ideas
1. Service or product overview app
A service information app is the easiest way for potential or existing customers to find out more about your company’s offering. This can include basic service descriptions and sales information divided into categories, making it as easy as possible for customers to find out the information they need.
The strength of mobile apps in this area lies in the ability to include a variety of media in an app, making it much more engaging for customers and allowing them to get a better idea about how your services work.
Some of these features include:
- Service gallery. A service gallery feature can allow your clients to easily browse through your offering in a visually engaging way, helping them find all the information they require.
- Company information and contact details. Including basic company information and contact details in the app is the best way to build trust with your client while allowing them to contact you as easily as possible, directly from their mobile device.
- Videos and images. Including videos and images in your app can give prospects a better idea of your offering, for instance by including a walkthrough video that walks them through the whole service and sales processes.
- ”Buy it now” options. “Buy it now” options can also help you cut to the chase and simply allow prospects to instantly buy your product without the hassle of having to call you or make separate enquiries on a computer.
- Feedback forms. Feedback forms likewise enable your customers or prospects to give you instant feedback about what they like or dislike about your services or app, which is a win-win situation for both of you; it allows you to deliver support while receiving valuable data about how to improve your services.
- Product support. Allowing customers to contact you with any support queries and responding to these directly via the app can be a big boost for your customer service and send a message to customers that you care about them.
2. Sales support app
A sales support app is different from a sales information app in that it is designed to be used internally by your sales team.
This app can, similarly to the sales information app, divide all of your company’s services into sections with essential descriptions and sales information to aid your team to visually show these to prospects as part of their service proposal.
As an added bonus, salespeople can also use the app to refresh their memories about a particular service before a meeting or while away from the office.
Essentially what a sales support app does is help your salespeople pitch your services in a way that is visually engaging and that impresses your prospects thanks to its visual appeal. These types of apps, which are commonly used on tablets, can significantly increase the volume of sales.
A sales support app can also include sales process information so that salespeople know that they are following the appropriate steps when selling to prospects.
Some of the features that can help make a sales support app more engaging are:
- Image and video gallery. A gallery feature allows salespeople to show your services to prospects in a visually engaging and appealing way, such as using images and other media.
- Competitor comparison. Including a competitor comparison feature that instantly calculates your benefits compared to those of your competitors can be a big selling point, particularly when it comes to prospects who are undecided about what company to choose.
- Sales form. A sales form feature is also a great way to increase the productivity of your sales team by allowing them to log sales directly into the app while on the go and store it in the central database instantly. This eliminates the need to double handle data.
- Lead generation form. Finally, a lead generation form can allow salespeople to log lead data captured while on the go directly into the central database via the app.
3. Reporting app
Reporting is an important part of the telecommunications business, whether you are reporting to managers or to clients. Particularly in the case of client reporting, it can be useful for an app to allow you to take data and to directly export it into a report that can be sent to clients instantly.
The challenge of reporting is often the unwillingness of clients or managers to actually read your reports due to their unengaging nature.
But reporting apps offer you the chance to create reports that are engaging and useful, for instance by incorporating a variety of media such as interactive graphs and timelines.
By allowing clients or managers to consult these reports directly on their mobile device and to engage with them in an interactive way, for example by clicking on relevant sections to find out more information or by seeing data in the form of visual charts, reports can be communicated in a much more effective way and truly give you a point of differentiation.
4. Crisis management app
Crisis management systems are of utmost importance to ensure business continuity in the event of an emergency, whether it’s technical or environmental.
Because emergencies often result in employees being unable to access their desks, having a crisis management app can significantly aid the emergency reporting process while helping you to deal with the situation appropriately.
The most basic element of any crisis management app is a directory feature that includes a list of all relevant emergency contacts and their contact details so that you can get in touch with them straight from the app by simply tapping on them. This feature can be designed in a way that only the relevant emergency contacts for that day or shift are included.
Another useful feature in a crisis management app is listings of existing regulations in place for emergency situations, complete with appropriate response plans. These can help employees ensure that they are complying and help them take the right course of action.
5. Support app
Delivering support to clients is a big part of the telecommunications businesses so ensuring that your employees have all the tools at their disposal necessary to deliver the highest quality support will be instrumental in helping you deliver optimal customer service.
This could be in the form of reference and how-to guides that ensure employees are following the right course of action when delivering support, as well as communications channels with clients to help your employees deliver support instantly.
The app could also allow employees to log issues and deliver reports on what issues have arisen and how they have been resolved.
Finally, compliance information could also be included in the app in order to help employees self-assist in the event that they encounter a problematic situation.
6. Data collection app
Data logging is a big part of the telecommunications industry, particularly when it comes to engineers and employees working in the field.
Traditionally data logging tasks have been carried out in paper form or in a spreadsheet and later transferred to central databases once back at the office.
An app can significantly cut down data logging time by allowing employees to do this directly in the app, saving data in the relevant database instantly.
It is important to ensure that any data collection app works offline as employees working away from the office may not have access to an Internet connection.
7. Training app
Training is an essential part of any company. A training app can make induction for new employees much smoother while also helping existing employees to learn new information much faster than traditional methods.
Apps do this by offering a platform to deliver training in a much more engaging and interactive way, for example through the inclusion of media such as video, embedded documents and interactive charts, which can help information stand out in comparison to traditional alternatives.
These apps also often include “gamification” features such as exam or quiz functions, while assigning points and badges to employees who successfully complete training. You could even go to the extent of including a leaderboard, promoting healthy competition among the employees as an additional incentive to do well.
This method of training can make the learning experience much more fun and engaging and thereby aid ease of learning.
8. Business case app
Finally, a business case app can make your enterprise sales much more effective and a better experience for both parties.
This app could include essential information such as relevant contacts and representatives, contract details and information about the bundle package.
Essentially, the app is a way of making the process easier for clients, who can find out all the information they need and benefits at a few taps.
At the same time, offering an app as part of your services can be a big selling point and truly make you stand out from competitors.
As mobile communications become bigger and bigger, ways to manage them can also be aided by the medium of mobile apps. In this article we offered some ideas of how telecommunications companies can incorporate apps in order to deliver their services better.
Are there any particular examples that we forgot to mention? Please let us know in the comments below.