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| With decades of expertise, from satellite and network operators to content providers, West Coast Consulting Group is uniquely qualified to help Communications and Media companies manage their strategic initiatives including mobile, churn, program management and new product rollout.
The communications industry is an indispensable component of modern day infrastructure. Exposed to rapidly changing technology, fierce competition, and increasing price pressure, communications service providers are looking for ways to leverage convergence and differentiate their product offerings through bundling and mobile content advancements.
Our consultants have the depth of experience in every aspect of the industry to add value to your strategic initiatives. We provide you the industry best practices and innovative approaches to help launch successful new product offerings, assess the competition, and evaluate and implement solutions to enhance your competitiveness. Our domain expertise includes:
- Strategic market analysis for content ecosystem
- Launch wireless operations
- Mergers and acquisition activities
- Reduce churn using analytics and data modeling
- Increase operational efficiencies
- Create product bundles
- Enterprise program management
- Service and support implementation
- Systems replacement
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For a leading communications company, West Coast Consulting Group managed the strategic initiative to increase self-serve transactions across all customer touch-points.
 Major Activities Completed:
Analyzed the marketplace to identify an analytic tool that allows for mining of both click-stream and call center data combined with demographic customer data
Evaluated metrics with the marketing and sales teams for the existing call center transactions
Analyzed the marketplace for speech platforms both outsourced and deployed and maintained in-house
Conducted competitive exploratory analysis to identify customer complaints and needs through primary research
Built predictive models using the chosen tool, to evaluate click-stream data as well as call center data to identify necessary transactions, usability updates and back-end changes to enhance self serve transactions in both the call center and the web-site
Implemented speech, revamp of web-site and flow-through of existing transaction using best in class program management methodology
Implemented revamp of the web-site for shopping and care transactions
Mass mailings to customers to register on the web-site was sent with their monthly bill and they were pre-registered with a user ID and password
Flow-thru of ordering transaction was implemented in the back-end legacy systems
Explanation for questions related to charges on a customer’s bill was provided
Speech deployment for billing and payment explanations was deployed across all markets
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