Empower Your Customers. Cerillion Self Service is a configurable off-the-shelf application that enables self-service account management and online sales from any browser and with native iOS and Android apps.
With customers increasingly preferring to contact their Communications Services Provider (CSP) online, rather than via a traditional call centre or dealer outlet, there is growing pressure on CSPs to ensure their online portals deliver on the promise of 24x7 self-service. However, the dramatic growth in smartphone and tablet computing means that CSP websites must be flexible enough to adapt to the customer’s current device and not force them back to a PC to manage their service or buy a new package.
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 multi-language mobile first web portal, or as a dedicated mobile app. 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.
Digital-first customer experience
Increase customer satisfaction by providing 24x7 access to primary customer service and sales functions
Cross-selling and up-selling
Promote complementary products and services, with low-touch online ordering and payment
Lower cost of operations
Reduce the volume of calls to contact centres, allowing key resources to focus on more complex customer service requests
Bills & Payments
Sales - Home Page
Sales - Compare Devices
Sales - Select Handset
Sales - Choose a Plan
Sales - Summary Basket
Self Service provides a comprehensive set of features for offering online sales direct to the Customer. The Online Store allows new and existing customers to sign up online for specially designed online packages or to configure their own package using dynamic product filtering and guided basket processes. Online packages may contain a single product / service, or a bundle of multiple products as defined in the Cerillion Enterprise Product Catalogue.
The Online Store works using a familiar shopping basket approach, allowing customers to add products to their basket until they are ready to go ahead and place their order. The shopping basket is visible at all times within the Online Store, allowing customers to easily view and modify the contents of their basket as required.
As part of the sales flow in Self Service the end user is presented with the opportunity to compare products before making their final selection and proceeding with the sale. A range of filters assist with the selection of products to compare. The sale is then progressed by the user clicking on the 'Pick' option provided for each of the compared products. This action could result in the user being directed to the next step in the sales journey i.e. if the user was choosing a handset, on click of 'Pick' the user will be directed to the next page i.e. Plan selection.
Self Service delivers an online Account Management presence, 24 hours a day, seven days a week, in their preferred language and 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.
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. Customers can also choose to upgrade or downgrade their Services at any time, providing that no contract or bundle conditions are broken by the change.
Self Service supports special offers where introductory pricing will be available to new customers for a limited promotional period. This includes a number of free days or months of service, or a period where a discounted price will apply.
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.
A native mobile application based on Cerillion Self Service functionality provides another access-point for customers and will further improve end user experience. All account and service management features are available at your fingertips from a Smartphone. The app runs on iOS and Android and is made available from the Android and Apple app stores.
Dealer Portal provides “supervisor level” access to Self Service, enabling dealers to manage their customers using exactly the same user interface as their walk-in customers. This includes seamless use on desktop PC or tablet, providing greater flexibility of use in store designs and improving the overall customer experience.
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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