Portability and customer on-boarding
On-boarding processes are those by which a potential customer becomes a real customer of the company, with an active contract. The commercial journey can start on any channel, be it mobile, store, on-line or any other. The on-boarding journey encompasses a change, that is a portability, from the old supplier to the new one. That happens when you change your telco provider or other utilities such as electricity. This change process has a critical moment when the former company hands over the control to the new one. Another good reason to be wary: the customer is worried by the change, he doesn’t usually get any news… more so if there are problems.
Kopernik break-up
According to our methodology, Kopernik, portability could be broke-up along the following dimensions:
Being in your customer’s position
The portability is complex by itself: there are many actors, many information exchanges and not a small concern. Therefore, there is a high percentage of customers that are going to have a “non-ideal” experience, that in which there was a problem or something unexpected came up. The customer experience would be much better if:
- He was always clear on the situation in which his case is and what the next steps are.
- There was a place where to go to look at the situation of the thing: the next step, the expected dates, what is missing, what went wrong.
- I (customer) would like to have some control capacity, such as delayin a change date because I will be travelling and I don’t want to run any risk.
- The existing problems should be available to look at, such as if there was something when swaping companies, and what can be done about it.
The CRM can not handle such a detailed information, because it gets complicated with operational data. It can not be hard-coded in the channels, either, so currently this is a big problem with no apparent solution.