The Top Features to Look for in a Telecom CRM: How AviateCX Stands Out

In the fast-paced telecom industry, customer experience isn’t just a competitive edge; it’s the lifeline of business success. For Tier-2 and Tier-3 telecom operators in emerging markets, the stakes are even higher, as these players often grapple with evolving customer demands, operational inefficiencies, and regulatory pressures. This makes choosing the right telecom CRM or Customer Relationship Management (CRM) platform critical.

While many telecom CRM solutions are available, not all are designed with the telecom industry’s unique needs in mind. This blog explores the top features every telecom CRM must have and how AviateCX differentiates itself as the ultimate telecom CRM choice for next-gen telcos.

Managing MSISDN (Mobile Station International Subscriber Directory Number) and IMSI (International Mobile Subscriber Identity) numbers is a core operation for telecom operators. A robust telecom CRM must streamline MSISDN/IMSI number management processes to enhance efficiency and scalability.

• End-to-End Management: The ability to manage the lifecycle of numbers, from allocation to deactivation.
• Scalable and Flexible Allocation: Seamless handling of increasing customer volumes and dynamic needs.
• Integration: Compatibility with customer identity management and advanced number portability systems.

AviateCX offers comprehensive MSISDN/IMSI number management that ensures:

• Effortless number allocation and deallocation.
• Full integration with customer identity management systems.
• Advanced number portability to meet regulatory requirements and enhance customer convenience.

Use-Case Scenario:

For instance, a telecom operator launching a new prepaid service can efficiently allocate and manage thousands of new MSISDNs using AviateCX telecom CRM solution. This ensures a seamless onboarding experience for customers without delays or errors.

In today’s telecom landscape, customers expect personalized, seamless experiences. An advanced telecom CRM must provide a unified view of customer data to enable informed decision-making and proactive engagement, ultimately reducing churn.

A graphical representation of AI helping predict customer churn for telco (Image Credit: DEV)

Key Requirements:

• Holistic Data Integration: Consolidation of billing, service requests, and contact history into a single interface.
• Support for Hierarchical Product & Account Structures: Especially important for enterprise customers with complex needs.
• Actionable Insights: Ability to analyze customer behavior for targeted campaigns.

How AviateCX Stands Out:

AviateCX’s 360-degree customer view provides:

• Detailed visibility into customer profiles, including billing history, contact details, and service requests.
• Support for hierarchical account management, making it ideal for enterprise and retail customers alike.
• Seamless integration with other services, enabling a unified approach to customer relationship management.

Use-Case Scenario:

For example, an enterprise account manager can use AviateCX to view detailed customer profiles for a corporate client with multiple service plans, enabling personalized upsell opportunities and improved account management.

3. Agile and Automated Order Management

Order management is a critical process that directly impacts customer satisfaction and revenue generation. Delays or errors in this area can lead to churn and reputational damage.

Key Requirements:

• End-to-End Order Processing: From initiation to fulfillment.
• Catalog-Driven Management: Integration with product Catalogs to streamline order creation.
• Automated and Agile Fulfillment: Minimize manual errors and ensure faster turnaround times.

How AviateCX Stands Out:

AviateCX excels with its end-to-end order management, offering:

• Catalog-driven order processing that ensures accurate and efficient order creation.
• Integration with account and service management systems, creating a seamless workflow.
• Automated order fulfillment to significantly reduce lead times and enhance the customer experience.

Use-Case Scenario:

AviateCX allows telecom operators to automatically fulfill service activations for a promotional data plan during peak demand, eliminating manual bottlenecks while ensuring timely activations for all customers.

4. Dynamic Product Catalog

A dynamic product Catalog is essential for managing diverse offerings and launching new products quickly. It should also provide analytics to help operators align their offerings with market trends.

Key Requirements:

• Customization and Personalization: Support for tailored plans and services.
• Advanced Analytics: Insights into product performance and customer preferences.
• Automation: Streamline configurations, ensure compatibility checks, and enhance operational accuracy.

How AviateCX Stands Out:

AviateCX’s product Catalog includes:

• Dynamic customization for creating personalized plans and services.
• Advanced analytics to track product performance and refine offerings.
• Automated configuration and compatibility rules to reduce errors and accelerate launches.

Use-Case Scenario:

A telecom operator can use AviateCX’s dynamic product Catalog feature to quickly design and launch a customized family data plan with multiple add-ons, targeting specific demographics (e.g., families or youth users).

5. Superior Service Management

For instance, a telecom operator expanding into a new region can use AviateCX to scale its operations seamlessly, managing millions of new subscribers without adding significant operational costs.

While many telecom CRM solutions exist, AviateCX is uniquely designed for the telecom industry, offering features that address its specific challenges. From managing complex account structures to facilitating dynamic product customization, AviateCX empowers operators to modernize their operations and exceed customer expectations.

Telecom operators leveraging AviateCX have reported:

• 20-30% increase in customer satisfaction scores.
• 15-20% reduction in churn rates.
• 30% faster time-to-market for new products and services.

For instance, a Tier-3 operator in the Middle East achieved a 25% reduction in customer complaints and a 30% boost in new subscriber acquisition after implementing AviateCX.

Takeaway: