ICE (Information/Communications/Entertainment)
Enterpulse has delivered ICE solutions for clients that include:
- Consumer data and decision-making information providers
- Companies in telco and wireless
- Major media and communications conglomerates
Specifically, we have extensive experience in communications in the Telco/Wireless arena, with customers such as Sprint, BellSouth, SBC, as well as several of the nation's largest wireless carriers such as Cingular, T-Mobile, and Verizon. We have niche expertise in this field; in fact, our business analysts, architects and other team members are well-versed in industry considerations ranging from telco networks, to billing systems, to wireless rate plans and product campaigns.
Enterpulse's solutions take advantage of both industry best practices and a services-based infrastructure to ensure cost savings and success. Enterpulse ICE solutions can address challenges such as FCC regulations, mergers and acquisitions, and customer churn in highly competitive markets.
Learn more about the following solutions:
Wireless Solutions Framework
Our SOA-based framework for common telco/wireless functions enhances the BEA communications platform — with services ranging from user experience and customer management, to order and billing/payment management, to campaign management and catalog/offer management. Any of these services-based functions can be rapidly installed and leveraged by small to large wireless companies around the globe. By taking advantage of this packaged framework, companies are afforded a best-practice approach to customer service and operations, while enjoying the quick and efficient deployment of repeatable services in their unique environment. Features include:
- User Experience Model — Offers personalized content, self-service functions, and secure data transactions for an enhanced user experience.
- Customer Management — Provides new account creation and existing account management using multi-step workflows, credit validation, account data overviews, maintenance functionality, related product promotions, and more.
- Order Management — Enables product selection and order creation capabilities with features such as thumbnail, detailed and filtered views; product comparisons; shopping cart; build/duplicate packages; name and save feature; and charge estimating
- Billing/Payment Management — Provides bill summaries ranging from monthly amounts due, to current balance, service usage, and billing details; includes payment collection features for different charges using flexible payment methods and a multi-step workflow
- Campaign Management — Allows the creation and deployment of targeted campaigns using collaboration workspaces, online catalog, and events rules engine to provide one-click shopping for the consumer
- Catalog/Offer Management — Provides a dynamic edit form to add, edit, delete product categories, create taxonomies and hierarchies, and create/edit special offers
Merger Integration
With the latest trend of mergers in the wireless industry, companies need to ensure they are able to maintain the quality of service and put a cap on churn for potentially millions of pooled customers — all while keeping costs down. The data points for just a single wireless company are vast; billing and customer care systems give residence to contact, billing, order, and fulfillment information, not to mention the exponential combinations of lines, rate plans, features and equipment information. Add another wireless provider into the mix — along with an evolving customer base who seeks to modify or upgrade their plans — and you have an enormous customer care scenario to contend with.
Take advantage of Enterpulse's Merger Integration solution, leveraging 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 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.
Campaign Management
In this fiercely competitive industry, telco and wireless companies are always seeking opportunities to provide customers with compelling offers and products. Pushing out targeted promotions and campaigns for new handsets, accessories, upgrades, rate plans, ring tones, and other promotional offers often involves an entire team of different departments — from sales and marketing, to technology and legal. The ability to execute a promotion — from initial inception, to target market definition and pricing, to graphics creation, legal review and final production — can now be a more automated, efficient process. Our Campaign Management solution is a joint solution from Enterpulse, Interwoven and BEA — combining team collaboration, content management and portal technologies for an integrated desktop experience. With our joint solution, you have the potential to:
- Increase revenue by capitalizing on market opportunities sooner with effective, targeted promotions
- Streamline communication among each department involved in promotion development
- Allow users to enjoy single sign-on and roles-based access via BEA's WebLogic portal to Interwoven's TeamSite and Worksite
- Create promotion — specific workspaces for enhanced communication and team collaboration — conveniently accessible via a portal interface
- Upload documents, graphics, and all promotion-related assets and manage via intuitive workflows
Retail Point of Sale Solution
So much of the wireless 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, they need 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 Order Processes — Help your CSRs quickly adopt to the point-of-sale application by integrating intuitive screens and using information design 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.
