Customer Case Study - O2
O2 creates a consistent customer experience across sales channels
Introduction
O2 is the commercial brand of Telefónica UK Limited and is a leading digital communications company, with over 24 million customers.
Owned by Telefonica, one of the largest telecoms operators in the world, O2 has diversified the products and services sold to businesses in order to become a one-stop shop for Small to Medium Businesses (SMB), as well as larger Enterprise companies.
Having expanded from mobile to fixed voice and network services O2 recognized the growth of digital services such as Microsoft Office 365. O2 wanted to be able to seamlessly offer key business apps in conjunction with their existing fixed and mobile services. With the increasing sophistication of product combinations and packages it was key to keep the buying process simple for customers.
In 2010 O2 started using the CloudSense platform to transform how they sold to businesses across multiple channels and multiple products, ranging from complex multisite networks to higher volume mobile and landline services. In 2014 O2 chose the CloudSense platform to launch their new Digital SMB service.
Challenges
The largest volume of sales for O2 Business is the smaller end of the SMB market, particularly small business owner-operators and home office. Yet the digital sector is highly competitive, so the pressure was on to differentiate O2’s offerings to create loyal customers and reduce churn.