Service providers are under more pressure than ever as customer expectations continue to rise. They must go above and beyond to exceed these expectations and fulfil promises that have been made. Conventional contracts and SLAs alone are no longer sufficient and do not provide the assurance that customers require to operate their businesses smoothly and hassle-free.
Where many service providers fall short is in their lack of service differentiation and corporate transparency. If a provider continues to operate in this way with their customers, they head towards undesirable business outcomes where they struggle or fail to meet and exceed revenue as well as customer experience performance targets.
Whilst large providers continue to acquire software companies with technologies that enable holistic integration provisioning and support systems, underpinning and automating service and account management activities, it’s the smaller, newer players that must employ technology to ensure they can survive and thrive.
The emergence of cloud services and solutions continues to increase exponentially as more businesses outsource IT needs in order to streamline and create cost efficiencies. Corporates face the challenge of selecting the best technologies from thousands of SaaS, IaaS and PaaS vendors. Considering the saturation of the market, the competitive landscape just keeps getting tougher for providers. Small and medium providers must “box clever” to win, retain and grow their business based on excellent technology and superior customer relationships.
Providers are likely to follow one of two paths: develop in-house applications to bring the differentiation they so desperately need or proactively partner with technologies that enable them to offer superior customer experience whilst employing the least number of staff to achieve sustainable competitive advantage.
Whichever path provides decide upon, it’s critical to ensure that the decision makers of their customers’ businesses are at the forefront of their technology choices. Providers need to collaborate and communicate with their customers effectively in order to determine which services are essential to their customers and why.
Winners are those providers who use business intelligence (knowledge management) to deliver the right solutions at the right time, ensuring that business challenges are solved whilst maintaining necessary security measures to protect sensitive data.
Transparency at every level must be a priority, whether it’s network and application performance levels, financial reporting or account communication between provider and customer. Providers who are open and transparent with performance data empower corporate decision makers to better analyse and craft informed strategies (data-driven decisions) to fulfil their business needs. This drives revenue and cost lines to improve company value.
The market continues to cause significant turbulence for providers small, medium and large. It’s down to prioritisation of transparency and collaboration through the best technology that enable a service provider to thrive in a tough market.
About Highlight http://www.highlight.net
Since the year 2000, Highlight has enabled Service Providers and Enterprise Corporates to see clearly both network and applications performance in real-time. As well as delivering visibility and analytics, Highlight enables service providers and enterprise customers to both have visibility of the same accurate, easy to use graphical information. This critical data supports the right conversations concerning issue resolution, planning and capacity management. Highlight supports and enhances ICT expansion, new technology deployment and cloud transition initiatives, where both providers and corporates are confident in the partnership.
Highlight is software as a service, delivering powerful value to the business performance of service providers and enterprise corporates around the world. Highlight is fast and easy to deploy. Highlight’s simple pricing structures and zero CAPEX makes it a business enabler which is budget sensitive. Highlight guarantees providers and corporates better business results in network and applications service management, operations and customer experience.
The Highlight service is used in 90+ countries, on 7,500+ enterprise networks including 33% of the FTSE-100. Highlight, providing the best provider and corporate customer value and experience at a competitive price.
Watch our video to learn more about Highlight.