1. Enterprise as the Customer!
Before writing a new blog post, I always like to review past entries. This time, as I wanted to explore customer satisfaction from a different perspective, specifically focusing on the enterprise customer, as well as Government and small office and home office, ie, non-residential ones. I looked back to see how often we’ve addressed this audience. Surprisingly, there aren’t many entries. Perhaps the most relevant one is “The Many Meanings of Enterprise Connectivity for MVNOs”.
That led me to my first questions:
- How many MVNOs specialize in the enterprise world?
- What models should they adopt?
- And what are the key risks and opportunities they face?
Let’s start with the opportunities. Taking Europe as an example, we can look at Business demography statistics as a reference point. While the latest published data refers to 2022, it’s still useful for the purpose of this article.
The opportunity
According to these figures, there were around 32 million active enterprises in Europe, with a 10% annual business birth rate. These newly created companies are especially relevant, as they often require new telecom services, though existing businesses also remain key targets for operators looking to win over customers from competitors.
The countries with the largest enterprise populations were:
- France: 5.2 million
- Italy: 4.6 million
- Spain: 3.5 million
- Germany: 3.2 million
These numbers bring us to the core focus of this article: customer satisfaction, particularly at the pre-customer stage, during the quoting and offer presentation process.
The Risk: More Technology, Broader Product Mix, More Complex Offers!
With the increasing integration of diverse technologies and the growing trend of bundled offerings, not only with telecom services but also with utilities like energy and other commodities. We’re now in a landscape where product catalogs are complex and pricing models vary widely between customers.
Manual quoting in this context opens the door to costly errors and delayed deals. In telecom, speed and accuracy aren’t luxuries, they are essential!
From a customer experience standpoint, this is often the first touchpoint where trust is built. Just like in any other sector, telecom customers expect to receive timely, accurate quotes, and any necessary revisions should also be processed swiftly. A positive first interaction can set the tone for the entire customer relationship.
2. Same Customers, Different Internal Teams!
Another key consideration is that during the lifecycle of a customer, future upgrades, service changes, or expansions need to be managed efficiently. Sales teams must have a clear view of the historical relationship with each customer.
We all know how often commercial teams change, especially in telecom, where turnover can be high. Ensuring smooth transitions between account managers is essential to maintain continuity and trust.
3. That’s where CPQ (Configure, Price, Quote) tools come into play.
A CPQ solution enables sales teams to quickly configure the right products, apply appropriate pricing, and generate accurate quotes, all within a streamlined workflow. These tools replace outdated spreadsheets, inconsistent manual rules, and long approval chains with automation and control.
In today’s fast-paced environment, and even more so in the future: sales velocity, accuracy, and scalability are not optional. They are essential for survival. CPQ tools empower telecom sales teams to work faster, smarter, and with full confidence in their offers and pricing.
That’s why MVNOs should see this as the right moment to evolve, especially if they’re still relying on spreadsheets or legacy quoting tools.
4. In Summary
Customer experience begins at initial contact. Having the right tools in place to streamline communication, present coherent offers, and efficiently manage the early stages of the sales cycle is critical.
For MVNOs aiming to grow in the enterprise segment, embracing tools like CPQ is not just a matter of convenience, it’s a strategic move that ensures long-term competitiveness in an increasingly complex market.
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