How Verizon Partner Solutions is Transforming the Customer Experience

How Verizon Partner Solutions is Transforming the Customer Experience   with Scott Melanson, Director of Customer Experience

In today’s competitive business landscape, technology is the driving force behind enterprise innovation, impacting virtually every aspect of a company’s operations, including customer experience. And, with 89% of companies competing primarily on the basis of customer experience, it makes sense that business leaders see technology as a key to enhancing the customer journey. And Verizon Partner Solutions is no different.

Yet, while technology can certainly solve common customer experience challenges, constructing a cohesive experience goes beyond omni-channel communication and automation tools. In order for technology to impact customer relations in a truly valuable way, leadership must have a solid understanding of the customer journey, and a guiding vision that drives all decisions related to customer experience development.

Here at Verizon Partner Solutions, we’re already focused on working to enhance the customer experience journey, and continue to invest in resources that put customers first, in support of our goal of being a true partner for success. As the lead of the customer experience team at Verizon Partner Solutions, it’s my job to ensure that we have the right tools and processes in place to bring our vision to life. We want to make it easy to do business with us, and build customer relationships that last.

With decades of experience on the IT side of the business, I have a strong understanding of our customers’ needs and wants, and am using that knowledge to double down on support for Verizon Partner Solutions customer base.

Over the past year, my team has been working hard on developing a holistic customer experience strategy; we are now beginning to roll out the initial phases of our multi-year program.

Here’s a look at the core tenets of our enhanced customer experience vision:

1. Simplification:

To make it easier for our customers to do business with us, we are working on consolidating our customer portals into a single portal that will grant customers access to a wide variety of important functions, including:

2. Modernization:

A key wholesale industry trend today is enabling customers to set up services themselves, rather than having to deal with a company rep. However, Verizon Partner Solutions also offers the analytics, intelligence and resources required to provide actionable insights to help customers along their journey. This includes interactive webinars and the ability to chat online with a VPS representative if they have questions, issues or simply want to learn about our products and services. We’re also developing new APIs and evolving our services with the aim of always exceeding expectations. In simplifying and modernizing the channels through which we conduct business, we’re giving our customers, and developers, the autonomy and access they need so they can work with us in the manner which is most convenient for them.

3. Equipped for Success:

Historically, one of the wholesale industry’s biggest gaps has been between the customer and their IT shop. In order to bridge that gap, Verizon Partner Solutions is getting more involved on our customers’ backend by meeting with their IT teams to build a customized roadmap together. We believe having a shared sense of purpose is critical to fostering a great customer experience. We see ourselves as a true technology partner and enjoy working alongside our customers to help them achieve their goals.

I’m proud of what we’ve been able to accomplish in terms of transforming the customer experience so far and look forward to seeing all aspects of our program come to life. With buy-in at all levels of the company, I’m confident our strategy will propel us to new heights, and create strong relationships with customers at every level of our organization.

Learn how Verizon Partner Solutions can work with your business to build the future.