Digital channels for SMEs: effective strategies for telecoms operators

Many operators want to increase the share of their sales to small and medium-sized enterprises (SMEs) that are made through digital channels to reduce costs and meet customer demand. There are challenges associated with doing this, but there are strategies that operators can employ to overcome them.

This report provides:

• analysis of operators’ strategies for increasing the use of digital channels for sales purposes among SMEs (0–249 employees)
• recommendations for how operators can use digital channels to increase customer satisfaction and reduce their ongoing sales costs
• recommendations for how operators can increase the take-up of digital channels for basic B2B services
• recommendations for how operators can use digital channels to complement other channels when selling more-complex services.