Customer loyalty and retention for telecom

Template

Pipefy´s customer loyalty and retention for telecom template will help your team reduce churns and make your customers more satisfied.

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Template structure

See how this template is structured. As this is just an example, you can customize it.

Form

  1. Company name
  2. Contact name
  3. Customer verticals
  4. Service type
    • Landline telephone
    • Internet
    • Satellite
    • Television
    • Radio
    • Other
  5. Service start date
  6. Contract period
  7. Attach complaint records

Build customer insight

  1. Attach Customer Guideline.
  2. Departments where customer requirements have already been disseminated.
    • Sales
    • Procurement
    • Marketing
    • Engineering
    • Technical assistance
    • Verticals departments
    • Installation
    • Customer Service

1S – Sort

  1. Only have equipment, tools, supplies & materials that are needed for the job
    • Yes
    • No
  2. Areas under desks are clear of boxes, bins and personal items.
    • Yes
    • No
  3. All walls are clean, free of dirt and smudges and holes. Air vents are clean.
    • Yes
    • No
  4. All postings and displays current and up to date.
    • Yes
    • No
  5. Action Plan

Customer profile

  1. Churn score
  2. Up-sell score
  3. Cross-sell score
  4. Bad debt score
  5. Customer lifetime value score

Risk assessment

  1. Risks associated to this customer
    • Credit risk
    • Fraud risk
    • Influence risk
    • Churn risk
  2. Actions to manage credit risk
  3. Actions to manage fraud risk
  4. Actions to manage Influence risk
  5. Actions to manage churn risk

Validate customer satisfaction

  1. Is the customer making the most of the service?
    • Yes
    • No
  2. Customer satisfaction level

Retention strategies

  1. Assign an account manager
  2. Recommended retention strategies checklist
    • Discounts
    • Personalized solutions
    • Upgrades
    • New payment methods
    • Dedicated customer support
    • Product/service training
    • Regular follow-up
  3. Describe other strategies

Loyal customer

Churn

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