Self-service portals for enterprises: adoption remains sluggish despite the obvious benefits
09 March 2017 | Research
"Although self-service portals are an important component of communications service providers' digital transformations – and can bring tangible benefits to enterprises – adoption is still low."
Communications service providers (CSPs) are digitalising customer experience in order to be able to effectively compete against over-the-top (OTT) service providers and create new sources of revenue. Digitalisation of B2B customer engagement is of particular importance for CSPs, and self-service portals play a central role. However, to date, the adoption of self-service portals has been limited among CSPs' enterprise customers. Operators should offer self-service portals to enterprises, promote them, and work with vendors to improve the current feature set and interfaces of self-service portals.
This report provides:
- information on the adoption of self-service portals amongst medium-sized and large enterprises in the UK and the USA
- an analysis of the benefits that self-service portals offer to both CSPs and the enterprises that are using them
- a discussion of the key barriers to adoption of self-service portals.
COVID-19: operators’ business revenue results from 1Q 2020 show that the crisis is starting to take effect
COVID-19: telecoms operators will not be immune to the impact of the outbreak – recovery could take up to 4 years
COVID-19 scenarios for telecoms operator service revenue: worldwide forecasts 2019–2024