Customer Management
The ability to attract and retain loyal customers is integral to your success. Companies need to provide customers with increasingly advanced online self-service opportunities, while streamlining applications used by customer-facing employees and CSRs to promote greater adoption.
At Enterpulse, we've developed customer management solutions that can take advantage of SOA to promote the re-use of services from different applications—regardless of platform or technology environment. Discrete functionality can be defined in the services catalog and shared across applications. For example, services such as "Customer Lookup" and "Bill Payment" can be shared on both a CSR Desktop and a Customer Self-Service portal. Ultimately, this services-based approach speeds deployment and saves our clients hard dollars. Take a look at our Customer Management Solutions:
Merger Integration
If you are an acquiring company involved in a merger, you need to operationalize by "Day One" to ensure your competitive advantage and mitigate customer churn. To help you do that, we've developed our Merger Integration solution—using a common services layer and portal framework to offer a consistent view into a company's billing, customer service, and other systems. Whether you're involved in a merger, or simply need a 360-degree view of each customer housed in multiple systems in your own company, the Enterpulse solution empowers you to:
- Provide your customer service, account advisors and sales agents with a single view of the customer—ensuring rapid, consistent service and reducing customer frustration and churn
- Dramatically reduce your costs associated with maintaining disparate billing or financial systems by eliminating duplicate, inconsistent, or inaccessible customer data
- Increase your upsell opportunities based on analysis of current service plans or financial products—with convenient access to that information via a portal interface and underlying services infrastructure
With the merger of two of the nation's top 10 wireless companies, the acquiring company needed to support the customer verification process required to allow new customers to migrate to their network. Enterpulse built a personalized query tool on BEA's 8.1 portal framework to give more than 20,000 sales agents and CSRs easy access from 17 current core business applications and more than 20 million merging customer information records. Through the portal and common services framework, this view into multiple applications is ensuring effective, efficient customer service and retention.
Multi-Channel Click-to-Service Portal
Customer service ubiquity—giving your customers anytime, anywhere access to the services they need or the promotions you're targeting to them—is key to not only ensuring brand loyalty, but to increasing your sales. With Enterpulse's Multi-Channel Click-to-Service portal, your customers can easily tackle self-service functions through any channel they choose: on the Web, via Voice response with an IVR-capable call center, or with their own Mobile device or PDA. With the portal, you can:
- Offer customers the convenience of making a change to their account, paying a bill, or purchasing a new or upgraded product through any method they choose: online, on the phone, or using their mobile device
- Get immediate access to customer service without ever leaving the desktop via Click-to-Service technology
- Push out targeted promotions to multiple audiences—increasing visibility and potential for sales
- Maintain one instance of customer profile and promotion information with the portal's data access layer and services infrastructure—so that all channels call one source of up-to-date information
With Intervoice's IVR system, MobileAware's mobile content delivery services, and Enterpulse's services framework and BEA portal expertise, we've created a complementary solution for customers seeking multi-channel delivery of information and services. The result is a single, powerful solution for Web, Mobile, and Voice channels—all using the same infrastructure.
Retail Point of Sale Solution
So much of the customer experience relies on whether the CSR or in-store sales agents can rapidly respond to customer needs—both for new purchases and for maintenance on an existing account. To do that, the agent or personnel needs to access an intuitive, user-friendly application that offers convenient, roles-based access to key transactional and customer service functions.
Applying a services infrastructure with applications delivered via a portal can help you connect with all of your critical systems and empower you to:
- Streamline the Entire Order and Service Processes—Help your CSRs quickly adopt to the point-of-sale application by integrating easy, intuitive screens and using information architecture best practices
- View Customer Info and Sales History—Get convenient access to a customer's entire sales history to address service plan issues or a customer's eligibility for returns, renewals or product upgrades
- View Inventory Data—Improve customer service and simplify formerly arduous supply chain processes with an instant view into stock availability
Recently, Enterpulse provided a POS solution for one of the nation's largest wireless carriers. The team streamlined the mobile phone activations process, reducing a complex process to a few intuitive steps and allowing sales agents to easily complete a phone activation and perform critical customer service functions. Agents no longer relied on the call center to complete their tasks—in fact, user adoption more than doubled. And the savings in call center costs? Quite significant.
