The transition from on-premise phone systems to cloud-hosted unified communications such as Microsoft Teams Operator Connect, has changed the business communications industry beyond recognition. With online monthly subscription services replacing capital-intensive hardware solutions, customers are increasingly choosing to switch more frequently.
This trend is particularly more noticeable in the SME and micro-SME segment, where the UCaaS platform is often seen as a voice-only solution and not fully integrated into business processes. As a result, customer churn measures (the rate at which customers leave), have become key performance indicators for Microsoft Teams Partners.
Boosting customer success
Digital Adoption is the process by which someone becomes aware of your product, moves on to using that product regularly and with confidence, and engages with its full functionality. Digital Adoption tools give Microsoft Partners selling to SME / micro-SME customers a way to help those customers succeed with the product without the expense of traditional implementation and support services.
With the right Digital Adoption solution, sellers can ensure every individual user has access to tailored onboarding, best practice training and point-of-need knowledge resources.
A digital adoption solution
That’s where iTEL's Digital Adoption solution (ucSKILLS) comes in. It is designed to streamline the launch of Operator Connect, whilst enabling customers to adopt its full functionality. ucSKILLS content covers both start-up basics and in-life support for both admin and user roles and is updated as the product evolves.
Topics include both the Teams Admin Centre & Voice Services and the Microsoft 365 Admin Portal, as well as guidance on how to build, configure and customise your solution.
ucSKILLS also includes a Digital Assistant which provides context-aware support content, wherever you are in your portal. For those who just want to ‘get it done’, ucSKILLS also provides guided flows which lead you step-by-step through the configuration of your Teams solution in real-time. iTEL’s Digital Assistant greatly improves engagement and accelerates platform adoption.
Proven outcomes
Through driving customer adoption / platform engagement, ucSKILLS has delivered a reduction in churn from 10 per cent to 6.5 per cent per annum. Over a 10-year period, this is equal to an entire year of new sales.
The platform also has sizeable secondary benefits. These include differentiating your Teams solution within the competitive landscape, increasing lifetime value, and reducing the number of support calls into your service desk by up to 50 per cent.
Cavell has described ucSKILLS as “…a great way for service providers to improve customer engagement and also drive increased revenue”.
For more details on churn reduction, visit: https://iteluc.com/whitepaper/
For more details on ucSKILLS for Operator Connect, visit: https://iteluc.com/microsoft-teams/