There is a wide gap between what service providers believe they can achieve by using data collected during the order-to-activation (O2A) process, and the actual capabilities they have in place to leverage this data for predicting and proactively preventing ordering issues in order to ensure a flawless customer experience.
An independent research, conducted by Ovum on behalf of Amdocs, found that there's wide consensus that data collected during the O2A process can be leveraged to improve service provider business outcomes in the following areas -- customer care (82%), revenue leakage prevention (82%) and proactive order fallout prevention (76%).
While 72% of service providers believe an ability to predict order fallout within the O2A process is key for business outcomes such as revenue leakage prevention and a positive customer experience, 57% do not apply BI and analytics tools for this purpose.
Further, 52% of service providers do not analyze or actively measure key performance indicators associated with the O2A process in real time or near real-time. Without this ability, they cannot track and predict trends in behavior that will impact the O2A process.
Moreso, only 13% of respondents use automation across 80%-100% of the process, with the majority relying heavily on manual handling of order issues.