Whether you want to drive customer adoption of your Microsoft Operator Connect solution and reduce support costs, or turn your own salesforce into product experts to boost sales, you’ll be all too familiar with some of the challenges of launching Microsoft Teams.
First up, let’s look at Operator Connect challenges. These range from differentiating your offer and reducing margins, through to providing a consistent on-boarding experience.
It can also be difficult to handle high volumes of support calls, whilst boosting customer adoption of functionality and benefits realisation. Two additional challenges are the need to increase customer satisfaction, whilst reducing customer churn.
iTEL has delivered results that include:
- USP at the point of sale
- Scalable and revenue-generating solution
- Streamlined on-boarding
- Engaged, self-sufficient customers
- Higher customer ROI via adoption of full functionality
- Improved Net Promoter Scores
- Greater customer retention
Customer adoption
iTEL’s unique Unified Communications Adoption Platform (ucSKILLS) is designed for the SME & micro-SME market. Giving 24/7 cloud access to learning and point-of-need knowledge resources, ucSKILLS covers the initial essentials and in-life support for MS Operator Connect, for both admin and user roles. Topics include both the Teams Admin Centre & Voice Services and the Microsoft 365 Admin Portal, as well as guidance on how to build, configure and customise the solution.
ucSKILLS also includes a Digital Assistant which provides context-aware support content. For those who just want to ‘get it done’, ucSKILLS provides guided flows which provide step-by-step configuration of the Teams solution in real-time. iTEL’s Digital Assistant greatly improves engagement and accelerates platform adoption.
Paul Evans, regional sales director, BT, said, “ucSKILLS significantly enhances a customer’s experience, through enabling them to adopt the full functionality of their new UC solution, thus delivering improved ROI and customer satisfaction. iTEL’s solution helps us to increase our average Sales Order Value which increases revenue, whilst reducing support calls. Finally, customers who have adopted the full functionality of a UC solution are ‘stickier’ customers, generating higher lifetime value.”
Sales enablement
ucSKILLS helps you to deliver consistent implementations. Structured learning journeys for every role ensure that every individual gets the specific knowledge they need. From sales teams and technical staff to admin and users, you’ll see everyone become more efficient and effective.
With an in-depth understanding of end user functions, your own staff will be able to articulate key features and benefits convincingly and close more sales. Your implementation teams will be able to deliver glitch-free deployments each time, with ucSKILLS helping to ensure your customers are able to quickly adopt your solution…and stick with it!
Bev, IP voice delivery team manager, Virgin Media O2, said, “We found ucSKILLS really easy to use, where I could tailor access to different departments and individuals’ needs. Being able to track what modules have been completed was great, to see individual progress and identify any skills gaps. Having done a lot of training modules, these are some of the best, and our customers will hugely benefit from such clarity too.”
For more details on ucSKILLS for Operator Connect, visit: https://iteluc.com/microsoft-teams/