Unified Communications - Best practice makes perfect

In the third and final instalment of our Unified Communications (UC) series, we look at best practices which drive value for service providers demonstrated with three client case studies. Whilst the first report in the series considered the benefits that UC is driving in businesses, we also predicted what the market would look like in 2020. The second report in the series looked at the competitive landscape on the supply side and made the case for M&A as an accelerator of growth. .

In this edition, we reveal the three key areas that characterise high-performing providers. We set out our best practice guide for service providers to help meet customers’ needs and drive incremental value:

1.     Know your customer

2.     Evolve with their needs

3.     Execute, execute, execute


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By having a clear understanding of who your target customer is, and knowing what their needs are, you will be able to drive sales performance. . Providers who tailor their go-to-market approach, product portfolio and service operation to the needs of their focus customer group will be better able to build a compelling profile, achieve greater awareness and increase win rates.

Customers will increasingly seek to consolidate their providers. By building out capabilities that extend beyond Unified Communications, you can establish trusted relationships, minimise churn and increase your share of wallet. Our research shows that this can increase customer stickiness, which will drive lifetime value.

The third key area which characterises high-performing providers is execution – the need to execute sales and service best practice in order to scale profitably. Technical knowledge and customer service are crucial criteria for customers when selecting a Unified Communications provider: to excel, you need to have the right customer support structures in place, deploy talent efficiently, and build an incentivised, organised sales force.

Contact us

Nick George
Strategy Partner, UK Transaction Services TMT Industry Leader , PwC United Kingdom
Tel: +44 7909 680182

Contact us

David Russell
Consulting Partner, UK Communications Industry Leader, PwC United Kingdom
Tel: +44 7711 172195

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