Colt Applauded By Frost & Sullivan for Delivering Customer Experience-oriented Services in the Business Network Service Market
Based on its recent analysis of the European business network services market, Frost & Sullivan recognizes Colt Technology Services (Colt) with the 2021 European Customer Value Leadership Award. Acknowledging that it is no longer adequate to provide superior network technology and services, Colt focuses on the total customer experience to support enterprise customers’ digital journeys. Its efforts have helped increase its Net Promoter (NPS) score from 20 in 2016 to 70 in 2020 among European customers.
“Beyond simply prioritizing customer care functions, Colt has performed process, product, and operational redesigns motivated by the customer experience. It leverages automation and continuously invests in software and people to enhance customer satisfaction and value in a truly striking manner,” Lynda Stadtmueller, VP, Network & Cloud Services. “Colt now has deep insights into what customers think and feel, enabling it to make informed and data-driven decisions about long-term strategy and every element of daily operations.”
To extract further insights from customer data, Colt built a new system to cross-reference customer statements against quantifiable data. A machine learning (ML) system analyzes numerous customer comments and works alongside humans to keep interactions on track and accurate. Moreover, the system operates with native speakers in six languages. Such a complementary approach helps the company gain unbiased customer intelligence, enabling it to remain transparent and open for collaboration across the organization. Overall, Colt aims to make the entire transaction easier, faster, and more personalized.
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In addition to listening and drawing insights from customers, Colt delivers better service at the front end while ensuring complete transparency. It is scaling up staffing to provide each customer with a customer relationship manager. Rather than a common inbox or chatbot, every customer will receive dedicated support and guidance. It also made significant software network upgrades, including in software-defined networking and network function virtualization technologies, to make it easier for the customer to interact with the brand.
“Colt has greatly simplified its service processes and organization. Rather than sending customers triaging through multiple levels of engineers, it can connect the majority of customers directly to second or third-line engineers. By scaling up the number of skilled engineers in the network operations centers, Colt reduces the time taken to resolve customer issues,” noted Nick Baugh, Best Practices Research Analyst. “Its various new IT programs, team expansions, and a keen focus on customer experiences have firmly established it as a name to reckon with in the European market.”
“We couldn’t be more thrilled to be recognized with Frost & Sullivan’s 2021 European Customer Value Leadership Award,” added Keri Gilder, Colt’s Chief Executive Officer. “At Colt, we have long strived to be the most customer oriented business in our industry, and this accolade is an acknowledgement of the steps we’ve taken to truly put our customers at the heart of what we do.”
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Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. The award recognizes the company’s unique focus on augmenting the value that its customers receive, beyond simply good customer service, leading to improved customer retention and customer base expansion.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.