How You Can Deliver Differentiation With First-Class Field Service

Submitted by TOA Technologies

1) How to stand out in a crowded and cost-conscious market

Under pressure from investors, communications service providers (CSPs) face a tough call. As competition ramps up, many CSPs are in danger of seeing their revenues and profits squeezed. Should they pursue market share or cut costs? Or can they do both?

The traditional way to retain and attract customers – secure exclusive content or create innovative new services – is becoming an expensive and, sometimes, futile exercise. The proliferation of “over-the-top” players is making it difficult for a CSP to maintain a highly distinctive suite of services and content.

But there are other ways to innovate. Retailers, in particular, have long realized that the overall customer experience can matter as much as the products and the services they sell. When you walk into an Apple store, for example, it is the plentiful and knowledgeable staff, as much as the shiny technology, which creates the distinctive Apple experience.

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