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Providing customer care and billing support for SME customers: a big opportunity for CSPs

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Market Briefing
Published: May 2013
Pages: 22 slides
Research from: Analysys Mason
Sector: Information & Communications Technology

From: GBP 1562.00
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SMEs have almost the same level of IT complexity as a large enterprise, but with significantly smaller budgets for supporting services.

Small and medium-sized enterprises (SMEs) offer a huge opportunity for CSPs, and they present unique challenges that most service providers do not currently address. The number of SMEs is increasing at a faster pace than the number of large enterprises, and customer care and billing are expected to be the key ICT areas where SMEs require extensive CSP support. To provide services to SMEs, CSPs will need a high degree of automation, and platform and pricing flexibility.

This Viewpoint provides a perspective on the opportunity for CSPs in serving SMEs, particularly around customer care and billing support. It includes:

  • recommendations for CSPs and vendors
  • an examination of the business environment and the revenue opportunity for CSPs in the business segment
  • an outline of ICT challenges that SMEs face
  • a detailed examination of the ways in which CSPs can provide ICT support to SMEs in the areas of customer care and billing.

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