NetCracker’s Customer Information Management gives Communications Service Providers a holistic view of their customers. It integrates with any customer care, billing, and service provisioning systems (including NetCracker Customer Management, Revenue Management, Product Management, and Service Fulfillment & Assurance) to accumulate multi-faceted information (both historical and present-day) about end-user personal, behavioral, buying, and spending details. It also provides a better understanding of relationships and policies within customer hierarchies.
Customer Information Management includes the following components:
Account Information Management: provides comprehensive end-user data integration for a single, detailed customer view
Customer Account History: provides user-friendly storage capabilities for keeping track of customer experience records
Personalization: provides tools for improving customer experience and increasing ARPU through end-user management customization
Customer Product Inventory: provides easy-to-access and easy-to-navigate information about all existing customer products and services in use
Key benefits include:
Improved end-user relationships and maximized value through personalized offerings and a better understanding of customer needs and preferences
Improved up-sell and cross-sell revenue through detailed, multi-faceted views of customers and their relationships
Ability to target customer service and improve customer experience through extensive personalization capabilities
Ability for sales personnel to easily access and navigate customer details for a better interaction experience
Ensured security of customer information through reinforced compliance with privacy and regulatory policies
"There are a few critical aspects that underpin NetCracker's OM [Order Management] solution. First is the centralized, unified, meta-data-driven informational storage covering all data needed for OM – from customer, product and marketing data, to services, resources, suppliers and workforce – all flexibly connected together, providing and end-to-end view. Second, a catalog-driven order entry/order management functionality using purpose-built, service provider-oriented OM engine covering processes from sales OM, service fulfillment and supply chain/B2B OM, enabling mobile or a fixed operator to have as much or as little automation as needed. NetCracker's solution is built on J2EE and SOA middleware platforms with open published standards-based APIs and provides full support for advanced analytics."
End-to-End Order Management: The Mobile Operator Opportunity