Customer Experience Management
Solution

In today’s marketplace, where customers can switch Communications Service Providers (CSPs) at a moment’s notice, a positive customer experience and good relationships between CSPs and their customers are essential. To increase customer satisfaction, reduce churn, and increase profits, CSPs must develop a customer-centric focus and employ comprehensive customer lifecycle management tools that cover all touch-points between the CSP and the customer.

Business Challenge

Managing the customer experience means that CSPs must employ smarter communications and problem resolution techniques for all types of customer interactions — at the same time that they maintain or improve operational effectiveness. The challenges they face include:

• Consolidating information from multiple channels to develop a deep understanding of customer needs, interests, habits, and preferences
• Providing intelligent support tools to produce a positive customer experience
• Shifting more operations to self-service mode, and reserving call center involvement for the most complex cases where expert CSR advice is really needed
• Focusing on customer education through intelligent assistance to reduce OpEx
• Maintaining or improving operational effectiveness

NetCracker Solution

NetCracker’s comprehensive Customer Experience Management Solution enables CSPs to:

• Collect key customer information from multiple sources, store it in a central repository, and process it using an analytical module
• Offer customers highly intuitive and functional self-service components along with guidance, recommendations, and virtual agent support
• Introduce CSR workstations with pre-integrated, intelligent functions

TOMS Components

Customer Information Management, Customer Order Management, Customer Self-Service, Customer Problem Management

Benefits

The Customer Experience Management Solution enables CSPs to:

• Reduce churn and increase ARPU by increasing customer satisfaction and loyalty
• Increase ARPU by supporting the rapid introduction of emerging, data-intensive services
• Reduce integration and customization costs through standards-based design
• Lower TCO through rapid, simple deployment and maintenance
• Decrease OpEx through automation and customer-focused self-service channels

Contact us to get more information