Customer Management
Communication Service Providers' most important relationships, (i.e. the ones with their customers), are under direct threat. This threat comes from three evolutionary trends in the industry. First, a number of over-the-top (OTT) providers are beginning to disintermediate the relationships, and customers are beginning to see value in the content, experience, and capabilities being delivered by these entities — pushing the service providers farther down the value chain. Second, customer expectations are also changing and as customers become more sophisticated, they are demanding a much higher level of customer experience, expecting no downtime and instant response for all their interactions. Finally, the convergence of entertainment, information, and communications is causing a dramatic change in the way customers interact with their devices and in how they use and pay for services. These three challenges require that service providers fundamentally rethink how they engage, enable, and manage customer interactions and the lifetime value of a customer.
NetCracker Customer Management
Using NEC's experience in CRM, Billing, and Self-Service domains, NetCracker's Customer Management solution includes core functionality that covers the areas of Customer Information Management, Customer Self-Service, Customer Order Management, Customer Billing Management, Customer Problem Management, and Customer SLA/QoS Management. NetCracker Customer Management is an integral part of the NetCracker TOMS Suite and includes pre-integration with NetCracker Revenue Management, Product Management, End-User Devices, and Service Fulfillment & Assurance components. This significantly reduces integration costs during implementation, brings necessary consistency of data and functions, and enables other beneficial opportunities.
Capabilities Overview
| Customer Information Management |
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| Customer Order Management |
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| Customer Self-Service |
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| Customer Billing Management |
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| Customer Problem Management |
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| Customer SLA/QoS Management |
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Benefits
- End-to-end visibility and management of customer experience
- Centralized, unified, up-to-date view of the customer, customer services, customer interaction history, as well as service provider product catalog and other important data
- Open, published, secure integration interfaces suitable for users through self-service portals and for partner systems outside the service provider's back office
- Scalable, high-performance processing platform capable of supporting a Tier 1 load of customer requests and other related transactions with quick response time
- Flexible, configurable data modeling and process automation capabilities able to accommodate and quickly adjust as necessary to support a mix of multi-access, multi-device, and multi-service platform offerings
Contact us to get more information
“NetCracker’s domain and technology expertise, their process-based rapid development environment, and their ability to deliver as committed have enabled us to meet our evolving — and evermore demanding — customer needs.” 
