Today's subscription market is fiercely competitive, creating pressure on operating margins and customer churn. For most organisations in the sector, enhancing customer loyalty and operational effectiveness are strategic imperatives. numero works with many leading companies with 'subscribers', helping them to achieve competitive differentiation through service responsiveness, organisational efficiency and clarity of communication. In fact, numero powers some of the most revolutionary changes in the field, enabling customer service innovations – such as online and social media account management – via established and emerging channels of communication. With our help, these companies (whether managing subscriptions for insurance, publications, breakdown services or home services) can innovative, work more efficiently and achieve competitive advantage.
| numero know-how |
Typical use in subscriptions |
| Native support for any channel of communication |
- Multi-channel customer interaction for seamless subscription renewals, cancellations and amendments
- Capitalise on additional and emerging channels to market including social media and mobile commerce
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| Automatic interpretation of message content and meaning |
- Fast and efficient response to changes of address, payment details and customer enquiries such as ‘where is my subscription’
- Improve customer response times by automatically directing customers to relevant channels, teams and agents
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| 360 degree view of customers |
- Promotion of personalised special offers and ‘basket’ promotions
- Better customer cross-selling and up-selling
- Improved customer insight and segmentation
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| Intelligently push contextual information to customers and employees |
- Timely and efficient notifications of renewal dates with the option to confirm at the touch of a button via multiple channels
- Fast and efficient communication of service terms and conditions – reducing time-consuming in-bound customer enquiries
- Dynamic FAQs to improve customer service and self service
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| Business process workflow and automation |
- Multi-brand support across multi-channels with seamless identification of required brand action and presentation
- Elimination of duplication and inefficient processes that improve customer journeys and improve efficiency
- Extend opening hours and improve customer SLAs
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| Performance monitoring and reporting |
- Introduction of better measures of service performance such as customer satisfaction, first time resolution and P&L performance to replace dated measures such as call handling times
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| Secure, enterprise-class system |
- Elimination of unsecure systems while providing customers with greater accessibility
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We give businesses the power to handle all this through multiple communication channels, broadening their reach way beyond traditional phone and paper-based methods. In doing so, organisations are able to capitalise on new opportunities created by the web, mobile messaging, email, automated telephony (such as IVR) and social media.
Our subscriptions knowledge and expertise is packed in a pre-configured solution based on existing implementations in the field. This solution is pre-configured for standard transactions, ready for out-of-the-box use, to enable rapid implementation and results.
Simon tees off 2012
