When joining the Mapcom family, our customers transition from static maps and silo systems to dynamic visual operations systems (VOS). This is the first step toward shortening sales cycles, increasing operational efficiencies, and increasing revenue. Though our client base is diverse and varied, each company sees significant returns from making this transition.But this change is just the beginning for our customers as they respond to changes in markets, regulations, and technologies. As customers work in the map, their maps become visual operations systems used to manage or exchange data between every aspect of their organization.
The foundation of the visual operations system (VOS) is an integrated database. The VOS compiles disparate databases for outside plant inventory, inside plant inventory, fiber, cable, customers, prospects, network management, and beyond.
Why are all these databases disparate in the first place? Typically this is a result of specialization, managing complexity, and the absence of integrated holistic tools. Imagine if your CSP was starting over today– would you compartmentalize departments, hoping they could recombine to deliver great customer experience, rapid deployment, and flexibility to react to changes? Or would you utilize operational processes and tools aligned to delight customers, seize new opportunities, and support strategic decisions? A next-generation CSP doesn’t break from the past just to repeat history. The next-generation CSP leverages its past experience and looks for tools, processes, and technologies that align with its goals.
CSPs face unique challenges that other businesses do not; their customers are out in the world and not at a store front. Their inventory is exposed to the elements, exposed to competitors, and isolated. Their front line employees are out meeting with customers and prospects, or installing and repairing equipment. Their competition comes from every direction. Over-the-top services, satellite technologies, and former partners move up or down the stack.
If this all seems depressing, take heart–CSPs have unique strengths as well! They are connected to their customers all the time. They have a recurring revenue business model. They connect their customers to immense sources of value: family, friends, jobs, entertainment, knowledge, etc. If you were building your CSP today, you would align processes and tools to deliver the most value as quickly as possible. You would use prospecting tools to quickly identify where your customers are and what services they want.