It seems a bit ironic that our Labor Day celebrations involve, well… NOT laboring. This holiday was conceived in the late 19th century as a way to celebrate the social and economic achievements of the American worker. As with most holidays, it has evolved into another extended weekend where tending the grill is often favored over street parades to exhibit “the strength and esprit de corps of trade and labor organizations.” Regardless of how you celebrate –and despite the seeming contradiction—it does feel appropriate to give laborers a break on their day.
There’s a similar cognitive dissonance when thinking of outsourced labor to assist with day-to-day tasks like order entry and provisioning. After all, operations is a core competence, so, it should be done in-house. When considering whether to hire personnel, it is often helpful to understand the nature, urgency and permanence of the task. Uneven growth spurts, large orders, seasonality and order backlogs caused by system migrations or other internal changes often warrant temporary resources that can help maintain a positive customer experience, reduce order breakage and accelerate revenue recognition, while the need lasts.
CORE can provide teams of experienced, versatile professionals to step-in and assist with order entry and provisioning needs when and where they are needed.
When a Texas-based fiber network provider implemented a new order entry system, the ensuing order backlog delayed revenue recognition and was starting to adversely impact the overall customer activation experience. When CORE Network Solutions was brought-in our team ramped-up and was fully productive within two weeks. During our ten-month engagement we worked side-by-side with the service activation team, enabling regular employees to tackle the learning curve and substantially reducing the backlog.
Service activation a bottleneck?
Delays and missed deadlines are not the best way to start a new customer relationship. Flexible order entry and provisioning resources that can be ramped-up quickly and offboarded when the need ends are a great option to ensure your customers don’t fall out of love with your services before they’ve had a chance to experience them.
Back-office organizations are busy. It is tempting to try to stretch existing resources, even under extraordinary circumstances. We have been working in telecommunications for over 20 years with companies large and small. We would love to help you ensure you signed customers become satisfied long-term customers.