Overcoming Swivel Chair Syndrome - ETI

Want to take a Self-Guided tour?

June 26, 2023

Overcoming Swivel Chair Syndrome

In today’s rapidly evolving world, the ability to quickly access real-time accurate information is a critical necessity for businesses, particularly internet service providers (ISP) which operate in customer-centric industries. A recent survey conducted by the American Customer Satisfaction Index reveals that ISPs consistently rank at the bottom of the index, falling below airlines and health insurance providers. ISPs are responding, investing millions to enhance their customer experience, including leveraging cutting-edge technologies to streamline processes and to drive efficiency. One of those processes ripe to be made more efficient is data entry, which often suffers from “Swivel Chair Syndrome,” a term used to describe the complexity and frustrations associated with manually enter data into multiple systems instead of one accurate source. And it has an impact on the customer experience.

The Impact of Swivel Chair Data Entry

Swivel Chair Syndrome slows down operations, leading to increased costs and dissatisfied subscribers. Customer service agents often need access to quality-of-service information to understand the end-user experience and resolve issues effectively. However, this information is typically scattered across multiple systems, each requiring separate logins, user interface training, and domain knowledge. As a result, agents spend valuable time manually entering data into various platforms, leading to slower response times, decreased productivity, and impaired data accuracy. The consequences can be far-reaching—affecting internal operations, customer relationships, and trust.

ETI partners with Microsoft Dynamics 365 to deliver an end-to-end platform designed specifically to help address the issue for ISPs.  ETI’s intelligent OSS/BSS platform simplifies operations by reducing network and system complexity, creating actionable intelligence and empowering teams to do more.  The platform improves the customer experience by using a holistic approach to data integration and workflow management.  ISPs typically have a best-of-breed approach—a mix of proprietary and commercial systems which gets the job done, but also creates inefficiencies and brittle, hard-to-maintain architectures that prevent customer service agents from having real-time access to an understanding a particular customer’s problem.  ETI tailors Microsoft Dynamics specifically to the telecommunications industry—making it the only end-to-end solution for ISPs of all sizes.

Curing Swivel Chair Syndrome

  • Consolidate Data and Processes:

Consolidating data from various sources, such as account information, ticketing, work orders, and device management into a single platform is crucial. By implementing Microsoft Dynamics’ comprehensive Customer Relationship Management (CRM) system, ISPs can streamline their workflows and eliminate the need for multiple logins and systems training. This consolidation provides customer service agents with a “single pane of glass,” enabling them to access and interpret information accurately and quickly. With all relevant data readily available, agents can respond to customer queries and resolve issues promptly, improving case handling time and dramatically increasing overall customer satisfaction.

  • Enable Remote Management:

In addition to consolidating data, enabling remote management capabilities is essential for resolving customer issues quickly. By empowering customer service agents to remotely interact with deployed equipment, ISPs can minimize the need for costly truck rolls and on-site visits, allowing agents to troubleshoot and resolve issues without delay. Not only does this save time and operational costs, but it also enhances the customer experience by providing fast and efficient support.

Benefits of Overcoming Swivel Chair Syndrome

By implementing an integrated platform like ETI’s OSS/BSS intelligent platform, ISPs can reap multiple benefits:

  • The system allows a customer service agent to understand not just what the customer is reporting today, but what their previous experiences have been with the ISP without having to move between multiple systems.
  • Business operations become faster and more streamlined, leading to increased efficiencies, and reduced operational costs.
  • Customer service agents have access to real-time quality of service information, enabling them to proactively address customer concerns and provide personalized support.
  • The improved data accuracy and reduced manual entries minimize the risk of errors and enhance overall customer satisfaction. Ultimately, overcoming Swivel Chair Syndrome can result in improved customer experiences and a stronger competitive position in the ISP industry.

Swivel Chair Syndrome presents significant challenges for ISPs, hindering their ability to deliver exceptional customer experiences and potentially costing them subscribers. To learn more about how to resolve this issue, we invite you to watch this video and check out this link.