Improved
customer service
Web Self-Care
helps improve
customer satisfaction
by providing
24x7 access
to primary
customer service
functions.
Whether it
be 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
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 simplifies
storage issues
and allows
analysis of
communication
costs over
time.
