Communications companies have realized that attracting and retaining profitable customers is paramount to their success. The ability to respond to customer needs satisfactorily and proactively offer appropriate products and services to customers in a timely manner will help to increase the overall customer lifetime value. With declining customer satisfaction levels and increasing churn rates, service providers are realizing the effectiveness of using a single customer services portal to satisfy customer needs. They are also realizing the importance of secure authentication & authorization for consumer portal. IT managers are realizing the growing importance of outsourcing these functions and advantages realized include reduced OSS costs, faster revenue realization, speed to market new services, flexibility, reduced risk and overhead costs and increased customer satisfaction.
The client is a major European mobile service provider with more than 63 million subscribers. A growing customer base and increasing competition placed tremendous pressure on the Mobile provider to increase the Customer Support service levels at optimal cost. The goal was to promote the web channel as a means of direct channel to serve both external customers and internal users.
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