Supports enterprises to collate, manage and make available Self-Help channels to their customers
Living in the connected world as we do today customers are accustomed to perform many daily tasks through their phones and trusted devices. Enterprises have the needed information pertaining to each of their customers required to act on when a customer requests for a product or service through these various Self-Help channels, but because information is stored in different places across the network, enterprises can find it difficult to deliver a good customer experience. For example, an iPhone subscriber will have their information (e.g. the type of the subscribed plan) stored inside the enterprises’ various IT systems and it is essential the operator accesses this information to present the correct end user services relevant to this iPhone subscriber – it would be a failure to present them with a menu that offers a Blackberry plan. With many legacy systems and with digitised data spread across various IT systems, problems like this would continue to arise.
In addition, it is essential to offer to customers the ability manage their service subscriptions such as data plans though these self-help channels, to enable them to view the data usages for the month, alert them when a defined data usage limit is approaching and therefore offer them a possible add-on data package so that such can be subscriber through the self-help channel. These are a few examples of critical self-help processes that will be required to ensure customer satisfaction and a subsequent increase in revenues. Gartner reported that by 2020, customer will be managing up to 85% of their relationship with an enterprise through Self-Help channels.
Optimus Self-Help supports enterprises to collate, manage and make available Self-Help channels to their customers. With the flexibility and configurability of the Optimus Platform, the features and functionalities of different end user service as well as delivery platforms can be consolidated into one seamless allowing for a harmonised and seamless Self Help customer experience. One example is the integration of a mobile service providers’ real time data accounting platforms such as Policy Charging/Control Enforcement (PCEF/RF) to provide a rich self-help interface to mobile data subscribers thereby expanding beyond the capability of the default PCEF/RF platforms installed in many mobile operator networks.
- Collating and offer Self-Help channels through various touchpoints including Mobile Web and Mobile Apps
- Flexible and configurable interface adapters enabling seamless integration into backend service delivery platforms
- Native to work in tandem with Optimus Product Catalogue to present the latest product list of eligible products and services offering available though the Self-Help channels.
- Built in reporting, monitoring and audit Logging which can be customised to meet the business requirements