Sprint will use Synchronoss Technologies’ Digital platform to boost its business services with a streamlined, smarter online portal for enterprise customers and expanded internal capabilities for customer care. The digital transformation partnership was announced today and is aimed at simplifying Sprint’s operations and reducing costs while creating new revenues.
Kim Green-Kerr, SVP of Sprint Business Solutions, was one of the sponsor leads on the Sprint side for the project. She said that as Sprint was evaluating vendors, Synchronoss’ understanding of the customer journey both from an internal and external point of view set the company’s solution apart, as well as its “depth and breadth of expertise on legacy systems and how to make those work.” (It’s worth noting that Synchronoss CEO Glenn Lurie arrived at the company last November after retiring as president of AT&T Mobility, which gives the company an industry veteran at the helm who has first-hand experience of the challenges that mobile operators face as they tackle digital transformation.)
“We’re not the only company that has those systems [that have]been in place for a very long time, and you need to … make those systems work,” Green-Kerr said. She said that the work with Synchronoss has three objectives: expanding self-care options for enterprise customers and giving them a comprehensive view of the services they purchase from Sprint; Sprint realizing cost-savings by simplifying and automating its internal customer-related processes that currently often heavily manual; and increasing revenue generation by presenting new, real-time service bundling options that are tailored to a business customer’s needs. She said that the comprehensive portal for enterprise customers is simple and intuitive and that she expects it to be well-received.
Enterprise customers, said Lurie, “are going to now be able to see in one place what’s available, the services that Sprint offers that they maybe in the past couldn’t see — all those come together in one simple view.”
Synchronoss will also be providing customer analytics to Sprint, and Green-Kerr said that this will allow the carrier to make more meaningfully targeted offers to enterprise customers.
“They key is giving Sprint the intelligence they need to take better care of their customers, the intelligence they need to be proactive with their customers, to make great suggestions to their customers — and that is part of this platform, and that’s one of the things Kim and her team challenged us to make sure we do, so they have those tools,” Lurie said. “The best predictive analytics allow you to answer a customer’s question before they ask it.
“This will be a journey for Sprint, and us as a partner,” Lurie said. “We’ve made some great decisions and we’ll continue to get feedback from customers and make tweaks to it, and that will be ongoing, that the both us make sure we keep the pulse of what the customer wants and does not. The ultimate tenet here is simplicity.”
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