Studie - A review of wholesaler customer interaction strategies

Evidence from a wide range of wholesalers demonstrates how far their customer interaction strategies have developed in the last few years. Here we present a review of those strategies and a comparison of the companies’ automated interfaces in the form of a series of case studies.

As the profile of wholesale as a valuable source of income has risen up the corporate agenda in most telco service providers, so have wholesale customer interaction strategies. Wholesalers have learned from the experience of their retail colleagues that providing customers with interactive portals and other tools can increase efficiency and effectiveness, and more importantly, that a well-designed customer interaction strategy can contribute to improving customer satisfaction.

The importance of attracting, retaining and growing wholesale customers now means that considerable efforts are being made to enable them to conduct business with their wholesale suppliers how and when they want to.

Table of contents



Executive summary



In a nutshell

Key messages



Benefits all round



Customer perspective

Benefits to the wholesaler



Evolving approaches to the customer interface



Increasing interface capabilities

All for one and one for all

Highlights of wholesale customer interaction strategies and interfaces



Wholesaler case studies



Review of wholesalers’ customer interaction strategies

AT&T

Belgacom

BT Wholesale

COLT

Deutsche Telekom

Global Crossing

iBasis

Interoute

Openreach

Telecom New Zealand

Telstra Wholesale

Verizon Business



Table of figures



Figure 1 Increasing interface capabilities

Figure 2 Trends towards the consolidation of customer interfaces

• Discount, Variety Store, and General Merchandise Retailers in Argentina
• Discount, Variety Store, and General Merchandise Retailers in Brazil
• Discount, Variety Store, and General Merchandise Retailers in Canada
• Discount, Variety Store, and General Merchandise Retailers in Chile
• Discount, Variety Store, and General Merchandise Retailers in Colombia
• Discount, Variety Store, and General Merchandise Retailers in Egypt
• Discount, Variety Store, and General Merchandise Retailers in Malaysia
• Discount, Variety Store, and General Merchandise Retailers in Saudi Arabia
• Discount, Variety Store, and General Merchandise Retailers in United Arab Emirates
• Discount, Variety Store, and General Merchandise Retailers in US
• Cash and Carries and Warehouse Clubs in Finland
• Cash and Carries and Warehouse Clubs in Germany
• Cash and Carries and Warehouse Clubs in Russia
• Cash and Carries and Warehouse Clubs in Switzerland
• Cash and Carries and Warehouse Clubs in the Netherlands
• Cash and Carries and Warehouse Clubs in Ukraine
• Top 10 Companies in Canada Wholesale and Distribution Industry: IT Spending Predictor 2009
• Top 10 Companies in France Wholesale and Distribution Industry: IT Spending Predictor 2009
• Top 10 Companies in Canada Wholesale and Distribution Industry: IT Spending Predictor 2009
• Top 10 Companies in France Wholesale and Distribution Industry: IT Spending Predictor 2009