Cerillion Web Self-Care provides a versatile platform on which to offer a range of online self-services including: account management; provisioning new services; electronic bill presentation and payment; bill analysis; and trouble ticketing; all available from any standard browser. It can be delivered as a complete off-the-shelf web application or in toolkit form, enabling easy integration with existing web portals according to the CSP’s online strategy. Web Self-Care helps to drive online service strategies, complementing call centre services and improving the overall customer experience.
Web Self-Care delivers key business benefits:
Improved customer experience
Web Self-Care helps improve customer satisfaction by providing 24x7 access to primary customer service functions. Whether it is to view bills or check recent usage, order new products or monitor the status of outstanding trouble tickets, customers have access to all information through any web-enabled device, at any time. Web Self-Care uses the same system components as Cerillion CRM Plus, automatically synchronising all changes and updates, and ensuring a consistent level of customer service all of the time.
Cross-selling and up-selling
With so many products and services on offer, one of the biggest challenges for Communications Services Providers is making their customers aware of them. Web Self-Care can help increase ARPU by supporting cross-selling and up-selling initiatives, enabling customers to browse complementary products and services without the hassle of finding a dealer, or calling customer services. Customers can then order online, and track the status of orders to completion.
Lower cost of operations
Web Self-Care helps to optimise customer service costs by enabling more requests to be processed online, reducing the volume of calls to contact centres and allowing key resources to focus on more complex customer service requests and outbound calling. Secure online presentation and distribution of invoices speeds up bill-processing, approval and payment, whilst online access to billing history allows analysis of communications costs over time.