In today’s distributed enterprise, the relationship between company and telecom carrier is more crucial than ever. This relationship, though, is strained by carriers’ overwhelmingly poor Net Promoter Scores (NPS), with the best barely scraping a score of 10 (on a scale of -100 to 100), and the worst as low as – 28!
Tesla scores an almost perfect NPS with a 97, yet the public overwhelmingly distrusts and is in no way ready for a fully autonomous self-driving car. What does that say about the level of dissatisfaction held for the best of the best carrier…to pull in a meager 10 NPS score?
This is an alarming trend among carriers. It underscores a systemic issue with service delivery, reliability, and customer satisfaction, presenting challenges for both financial and operational teams that have to deal with their service providers in some way.
Operational and Financial Challenges
Operational teams face the daunting task of ensuring uninterrupted service and support, critical for the day-to-day running of the business. However, dealing with carriers often means running a maze of service level agreements (SLAs) that are anything but straightforward. The lack of clarity and support exacerbates things, leading to operational inefficiencies and the need to pull resources from core business activities.
Financially, the situation is no less challenging. The too-often-unclear nature of carrier agreements complicates efforts to verify if businesses are receiving the service quality and bandwidth they’re paying for. This ambiguity hinders financial teams’ ability to manage costs effectively and ensure value for money.
The Trust and Hope Paradigm
Furthermore, businesses usually lack a simple way to optimize circuits or claim due credits for service failures. As a result, many default to just trusting carriers’ SLA reports and hoping their circuits are optimized. This “trust and hope” paradigm is far from ideal. It leaves businesses with suboptimal service levels and potentially higher costs due to unclaimed credits and oversized or underutilized circuits.
The Need for Objective Oversight
The current landscape highlights the critical need for an objective way to evaluate carrier performance and service quality. Such a tool would enable businesses to hold carriers accountable to their SLAs, to ascertain the actual size and suitability of circuits, and to streamline the process of claiming credits for service lapses. By moving beyond trust to tangible, data-driven insights, companies can ensure they are truly getting the service they pay for.
Intelitrex employs automations and integrations with customer networks, carrier support desks, and other specialty platforms to provide the objective reporting needed to hold carriers accountable for connectivity optimization. And with Intelitrex, you’re not just saving; it is a strategic leap forward for you to create business growth and innovation capabilities.
Are you ready to move beyond the conventional and unlock your business’s true potential? Contact us, or help us instantly assess your environment, and let’s talk about it.
