Wireless Onboarding 2.0
First impressions matter
Wireless telecommunications has become pervasive in the United States. Until recently, domestic operators have flourished in a traditionally acquisitive market with a keen focus on subscriber growth. As of December 2010, the number of wirelessly connected devices in the U.S. grew to 89% of the population. Faced with market saturation and commoditized voice and data services, wireless operators struggle to keep pace with historical margin growth trends. Fierce competition has taken its toll on revenue. Operators have invested heavily in complex devices and data services that have raised operational costs — which manifest as higher service demands.
Wireless operators have responded by attempting different initiatives, albeit with limited impact to overall financials. Operators are quickly finding out that it is difficult to identify and execute effective business improvement strategies that reduce costs while ensuring revenue growth in a sustainable manner. Revenue-generation initiatives, especially in the wireless operator business, require out-of-the-box thinking that inevitably competes with adjacent stakeholders in the wireless ecosystem. Strategies focused only on cost reduction often negatively impact subscriber experience and brand loyalty, resulting in higher churn rates and ultimately lost revenue.
A new Deloitte paper, “Wireless onboarding 2.0: First impressions matter,” investigates an area of opportunity for wireless operators: the subscriber onboarding process. Explore the article to learn how a well-designed subscriber onboarding optimization strategy may represent an opportunity for wireless operators to capture sustainable margin improvement.