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The telecommunications market is being subjected to the radical following the technological innovations and of the increased capacity of choice consumer in a increasingly competitive market.
Comparison with markets that offer increasingly digital access to the services increases the expectations of customers toward the telecommunications companies engaged in recent years, to identify new business models.

In this context TIM undertook a transformation process that leads to the future "digital".

Quality and customer experience constitute the fundamental pillars of this journey: the customer is at the center of TIM and of all processes, to improve the quality of service and strengthening of the relationship with the brand.

TIM has developed a broad listening system to detect the customer experience in the various moments of customer journey, for example: web browsing, the purchase of a service, the call to customer care, the report of a failure, the post in the social.

Between the surveys is particularly important to monitor the Customer Satisfaction Index (CSI) - based on standard ACSI (American Customer Satisfaction Index) - that has the aim to detect the quality perceived by TIM customers and main competitors. Monitoring the CSI has earned certification of conformity with standard UNI 11098:2003 and has been included in the managerial incentive system (management by objectives). The results of the CSI in 2017 confirmed the high levels recorded in 2016 (75,30 for the whole year; -0.3% compared to 2016)[1]. The ties customers demonstrated with respect to the Group are also seen in the high propensity to loyalty, in an increasingly competitive context where the consumer’s experience is enriched through comparison with different markets.


TIM has started a process of transformation centerd on quality, based on the pillars of "transparency", "simplicity" and "compliance with the customer", for which were made in the field of improvement plans with the aim of reasserting the leadership of TIM on the customer experience and the quality of the services offered.

 

TIM’s ever greater focus on “continuous improvement” to improve processes and the Customer Experience is confirmed by the results of the Net Promoter Score (NPS) collected from customers who spoke with the telephone assistance service and that are confirmed to be extremely positive (NPS above 10) 

 

 

Between the projects that the Company creates, for the improvement of the customer experience, they need to be highlighted those oriented to make employees increasingly driving force for innovative solutions and effective:

 

 

“customer journey lab”: the project aims to allow colleagues/investigators to experience the service received by consumer customers first-hand by selecting, purchasing, activating and using services, so as to identify the customer’s perception and the main areas requiring attention/strengths;

“Chi-ama TIM”: a tool used by TIM employees to channel reports received from customers, friends or acquaintances regarding the fixed line service requirements of consumer customers, of a commercial and technical nature. The project makes employees active participants as the promoters of solutions in the management of customers.

 

 

1. For the consumer customer, the CSI in 2015 amounted to 77.00 and 75.53 in 2015.

 

 

 

 

 

 

 

 

 

 

 

In recent years, the TIM Customer Relationship Management has been increasingly focused on the monitoring of new digital contexts, identifying the future of assistance, care and loyalty of its customers in the monitoring and management of caring contacts obtained from the social networks (Twitter and Facebook). Over the years TIM has built a new relationship with digital mobile and fixed telephony customers in order to strengthen their trust, based on the re-engineering and reviewing of the processes, the development of management systems, the extension of monitoring times and investments in the training of social caring agents.

In 2017 TIM started some projects aimed at both to improve the service provided both to monitor the quality as:

1) the checks of quality of the work carried out by a pool dedicated;

2) the re-engineering of test platform social tool with an improvement of the functionalities operator and the design of a new dashboard for monitoring the main KPIS;

3) the updates training on aspects of communication.

In 2017, the team of the social caring TIM has managed 1.129K interactions caring on Facebook page and 247K on Twitter; in particular the request for caring customers totaled' 899 K for mobile, 477K for fixed line segment.

According to the agency Socialbakers, TIM confirmed his digital leadership, and remained in rankings of the fourth quarter of 2017, respectively tenth brand at international level and first brand in Italy for customer service on Facebook with a response time equal to five minutes and a response rate of 99% of the posts published in page (indicator AMIQ[1] , parameter calculated considering the relationship between the number of post public managed and the response time by the brand over the lifetime of the 24 hours).

TIM has confirmed its role capital, in exclusive collaboration with Civil Protection in the case of environmental emergencies, through the activities of engagement of influencer or promotion of a specific training, so as to contribute - through the network - on the circulation rapid and extend the information useful for the population.

Significant also the contribution of social network of TIM in enhancing and promoting the initiatives to social, cultural and innovative (e.g. the project experimentation of 5G technology, started in Turin and involving the cities in Bari and Matera; in terms of communication, support for the TV broadcasting Start and wonderfully, who gave visibility to the world of start-ups and excelled Italian companies in the search and academia).

All this has enabled TIM to consolidate its leadership in the various communities that have been created in the different social networks (Facebook, Twitter, Google+, Instagram, YouTube) around the main brands: TIM, TIM Impresa Semplice, TIMvision, TIMmusic, Working Capital, Serie A TIM, Nuvola Italiana, with more than eight million likers and followers.


 

[1] Answered Minus Unanswered Questions