Cerillion Self Service provides a versatile platform on which to offer a range of online self-service features including: buying new services and bolt-ons; viewing and paying bills; and managing spending controls and automatic top-ups; all available as a responsive design website which automatically adapts to the size and orientation of the user’s device. It can be delivered as a complete off-the-shelf web application or tailored for integration with existing web portals according to the CSP’s online strategy, helping to drive online sales and service strategies, complementing call centre services and improving the overall customer experience.

Improved customer experience

Improved customer experience

Improved customer experience

Increase customer satisfaction by providing 24x7 access to primary customer service and sales functions

Increase ARPU

Increase ARPU

Increase ARPU

Use reserved space areas for campaign promotions to up-sell and cross-sell new products and services

Responsive web design

Responsive web design

Responsive web design

Deliver a seamless self-service experience across PC, tablet and smartphone

Key Features

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Online sales

Self Service provides a comprehensive set of features for offering online sales direct to both new and existing customers. The online store allows the customer to browse the product catalogue and sign up directly for specially designed online packages containing a single product / service, or a bundle of multiple products as defined in the Cerillion Product Manager.

After browsing the online store, customers can simply “Place Order” to start the online sales workflow which guides them through the steps required to fulfil the order and take the corresponding payment.
 

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Account management

Self Service delivers an online Account Management presence, 24 hours a day, seven days a week, accessible on any web-enabled device. Customers can maintain all details of their Account, including updating demographic details, viewing and paying bills, managing payment agreements, and monitoring their overall spend. The application can be used by both individual consumers, wanting to take control of their personal finances, and corporate administrators needing to manage overall company spend on their communications services.

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Service management

Self Service provides an online Service Management environment for maintaining all aspects of your communications services at any time of the day or night. Customers can choose to update their service preferences including content controls, network settings, automatic top-ups and spend limits, as well as making package changes and buying boosters to extend a service bundle.
 

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Web chat

Customers can use the Web Chat feature to gain direct access to a Customer Services Representative (CSR) at any time. By opening a Web Chat session, the customer is automatically routed to an available CSR who is using the Cerillion CRM Plus application. The chat session continues until either party ends the session, at which point details of the chat are automatically recorded in the customer history within CRM Plus.
 

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Integration options

Self Service can be easily integrated within an existing customer portal or delivered as a complete web application as required. Built using stylesheets and neutral iconography, Self Service can be readily ‘re-skinned’ to comply with CSP branding requirements. 
 

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