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No surprise maybe, but many of the most digitally disrupted industries are found within the B2C segment, and as such, Telecom is found near the top of the lists.

In their survey "Digital pulse 2015" Russell Reynolds Associates found that 64% of telecom executives anticipate "moderate or massive digital disruption in the next 12 months". Pointing at a poignant need for digital strategies, agile processes and infrastructure and digital skills within these organisations.

From "Lessons from digital telcos: Five initiaitves to improve business preformance" McKinsey states that: "The top-performing telecom companies are using automated order-management systems to link everything from the initial capture and validation of service requests to fraud checks, payment authorizations, billing, and customer communications quickly and cost-effectively. Many telecom companies, for example, have introduced full-service smartphone apps that can guide customers to the choice of the best tariff, given their needs and behaviors, and can automatically order and activate the new tariff. Adoption of these apps has led to a significant decrease in customer churn and in the cost of serving customers through call centers." 

Speed is of the essence, captured by Friedrich, Peladeau and Toumi in their report for PwC (PricewaterhouseCoppers) Becoming a Digital Telecom:"From retailers to financial services, firms depend on telecom networks to provide customers with compelling online and mobile experiences designed to capture their interest and keep them coming back. Yet the industry’s own efforts to transform the way it interacts with consumers in order to market, sell, and support its products and services, have lagged. To meet this objective, operators must offer an integrated, omnichannel user experience: on the desktop, on mobile devices, on the phone, and in stores. That, in turn, will enable them to build a portfolio of new products and services designed to match the requirements of each customer. Together, these two elements — an omnichannel experience and better products and services — will allow operators to boost value." 

Much more can be added but two opportunities stand out:

  • Customer experience - services to the all connected user - an ever increasing number of connected devices could be a business opportunity for this industry, for the brave and fast.
  • Capitalizing data - opportunity to form partnerships with other players, possibly start-ups and for business development within the own company, where the fully digitized operator will be able to offer many new services

More information: 

Also glance at:

Customer case - Sympa, A-pressenUnity Technologies



Make the organizations internal and external information available in order to increase transparence, beneficence and speed of interaction internally, with customers and other organizations. This must happen within an ecosystem that is capable of delivering IT solutions in an ever increasing speed. 

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