Meet Ruth. She’s just like you and me. Whether she’s at home, work or taking time out, she can’t help noticing the way different organisations engage with her. And her expectations are high. Read on to see the changes that organisations like yours have already made to their customer experience – to exceed Ruth’s expectations, to deliver business growth and better public service.
Our home lives are more complex than ever – juggling our family and household needs via a unique web of interactions with different businesses and organisations. Yet regardless of who we are, we all want the same thing – services that meet our expectations.
“I want my family to have the best healthcare…”
South London & Maudsley NHS Foundation Trust uses O2 managed mobility to take mental health and substance abuse services where they have the greatest effect: the community. Clinicians and care workers have complete access to the electronic records they need, helping them to make the best decisions wherever they are. So people like Ruth and her family can have the best healthcare possible.
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“Technology that makes life easier if I need a bit more help…”
The Royal National Institute of the Blind (RNIB) worked with O2 to create a solution that moved large print and braille books from customised desktop PCs to large-format smart devices, giving even more visually impaired people access to what they need. It’s the type of innovative partnership that delivers results to real people.
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“To speak to the right person, first time…”
One insurer uses contact centre optimisation from O2 to manage its phone lines, connecting people to recorded information first, and transferring them to an adviser if it’s not enough. Balancing requests between local branches and contact centres at busy times means customers like Ruth get their queries answered quicker.
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“…and to spend less time in traffic jams”
Newark & Sherwood District Council used Smart Steps to make a case to the Highways Agency to fix a significant traffic bottleneck near Newark. Data from the mobile network quickly showed where people were travelling to and from, removing the need for months of costly specialist data collection. And getting a speedier resolution for people in the local community.
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Today we expect the same level of technology at work as we do at home – mobile devices, apps and connectivity that power labour-saving shortcuts and greater efficiency.
“An instant connection for my teams, anywhere they go…”
A 4G mobile hotspot from O2 can get employees and customers connected to the internet in a matter of minutes, not weeks. Homebase created a ‘digital bubble’ on their stand at the RHS Chelsea Flower Show, with staff using a tablet and plant matching app to start conversations with customers, with the aim of increasing store visits. It’s a great example of the way Ruth and her team can work together in areas without a fixed internet connection.
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“A better relationship with my customers…”
Employees at occupational health specialists Innovate Healthcare spend their days on the go and on the phone with customers. When they can’t take notes, want to reconfirm what’s been agreed, or their day is simply going in a hundred directions at once, mobile recording offers a perfect solution. It’s also a handy reminder of the value of professionalism. And it’s a tool Ruth and her team can use to bring more transparency than ever to their own customer relationships.
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“A network that helps us provide essential services from the office…”
Security companies rely on alarm transmission service provider WebWayOne to help them deliver a rapid response. And WebWayOne relies on O2 for rapid, secure, reliable data and communication. Together, they make it possible for security companies to do business-critical work more efficiently. That’s the kind of dependability that can help Ruth and her teams work better.
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“… and in the field.”
Carillion uses Skype for Business to minimise travel for meetings, for financial and environmental benefits, and so their people can work more effectively. It’s easy to set up calls with anyone, and being able to see team members via video conferencing helps team members in different locations to work better together. They can now manage their own communications in the best way for them.
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Leisure time isn’t always down time. Gone are the days of going home to a fixed connection for data-heavy tasks. Like Ruth, we now expect a seamless connected experience wherever we go, whatever we’re doing.
“A quick and easy way to buy things with my mobile…”
Google Play chose Charge to Mobile to enable O2 customers to pay for digital purchases directly from their mobile bill or their Pay & Go credit. For Ruth, it’s now quick and easy to buy apps, films, TV, music, electronic books and magazines as she needs them.
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“Less things to remember when I’m going on holiday…”
MBNA uses Telefonica Travel Alerts to tell if customers really are abroad when foreign transactions occur. And Lloyds Banking Group uses O2 Smart Digits to make instant decisions about transactions, based on sim swap and call divert settings on the phone. So customers like Ruth can do their banking safely wherever they are, without having to notify their bank about travel plans or wait for transaction approvals.
Read more about Lloyds Banking Group
“A nice meal out, even with all the kids…”
McDonald's recognises that today’s customers want more than good service and quality food. They expect a great experience as well. Many of its restaurants now use connected tablets, online games and superfast broadband to give customers a completely new experience. And O2 Wifi gives them the confidence that information’s protected so it’s a child-friendly experience the whole family can enjoy.
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“… and exclusive experiences and offers on things that matter to me.”
O2 Priority is all about great offers and discounts for music, sports and entertainment, plus competitions, prize draws and more. And it’s exclusive to Ruth as an O2 customer. Based on her location, Priority opens the door to offers that Ruth and her family will really enjoy.
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At O2, we are the partner you can rely on to help you improve your customer experience, whether you’re looking to grow or offer better public services.
Let us show you in person how we can help, with an O2 discovery session that’s tailored for your organisation. Our experts will work with you and explore the right solutions to deliver the experience your customers expect.
Give us a call or fill in the fields below to book your business in for a discovery session today.
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