Telecommunications

Today's telecommunications companies are discovering that their products and services are quite commoditized, and that it is the content they deliver to customers that differentiates them from competitors. They are now in the content business, aggregating and reselling content to consumers via cell phones, cable channels, and the Web.

Examples of content-centric applications being deployed by FatWire's Telecommunications customers:

Call Center Knowledge Base
Telecommunications companies manage large customer service call centers to support their customers. These groups have call resolution times that are too high because support center staff often have difficulty locating the right information quickly. Customer satisfaction suffers if inaccurate information is disseminated and there are often inconsistencies in information received between Web, call center, and stores.

FatWire's eService solution:

  • Provides customer service reps with the information they need to resolve customer issues.
  • Organizes information so support staff can get to it with the minimum number of clicks.
  • Allows product experts to easily keep the information up-to-date.
  • Analyzes information usage to discover where additional content is needed to facilitate calls.

Read more about the eService Solution >>

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Targeted Marketing
The Web is the ideal channel for targeted marketing as it enables companies to reach broad and niche markets with customizable and timely messages. The Web also enables action, so that browsers can immediately become customers. However, many companies fail to leverage the Web's unique capabilities and simply broadcast the same marketing messages to everyone. Because of this, conversion rates suffer and the ROI gained from most Web sites is low.

Persuasive targeted marketing applications enable marketing teams to:
  • Deliver targeted offers, promotions, and sales based on visitor attributes or company objectives.
  • Increase the amount of purchases with integrated cross-sell and upsell offerings.
  • Launch creative marketing campaigns to attract customers and increase conversion rates.
  • Allow non-technical marketers to manage online merchandising and manage product categories, content recommendations, delivery rules, and promotions.

Read more about the eMarketing Solution >>

Customer Examples:
Orange

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Sales Enablement Resource Center
Sales representatives need to be more productive in their ability to sell the company's products and services. Marketing departments often struggle to get the sales tools they create in the hands of the field. Sales reps are often not aware of or are not using the resources provided.

A sales enablement resource center can:

  • Centralize access to sales tools, product information, competitive content and other resources.
  • Allow any group that supports sales to organize and present information in an extremely intuitive way.
  • Provide an exchange of competitive information, allowing sales reps to share what they learn about the competition in the field.

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Corporate and Product Brand Site
A telecommunications company's Web site is often a customer's first experience with the company. Yet many Web sites that were handcrafted in HTML early in the Internet boom haven't been updated or improved. Maintaining legacy sites in a patchwork way is expensive for IT and does little to leverage the Web to improve the company's image or bottom line.

A new corporate Web site based on FatWire Content Server can:

  • Project the company's unique values.
  • Ensure consistency with the offline image and brand.
  • Allow business experts to provide the level and style of information that captures the interest of prospects, customers, partners, and public.

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