As competition continues to intensify in today’s fast-moving marketplace, operators and service providers are looking to differentiate their business on customer service as well as on price. One way to differentiate is by offering their customers greater choice in how they manage their accounts and services.
Self-care services empower customers by allowing them to take control of their account and manage aspects of their services without needing to contact customer services or technical support. Live chat services provide customers with immediate support, answering questions and improving the sales conversion rate for customers browsing e-commerce sites (webshops).
Martin Dawes Systems’ eSuite provides operators with a new approach to customer experience management: one that offers flexibility and rapid configuration without costly development. The framework delivers a flexible platform – independent of billing systems – and a consistent interface across a rich and configurable menu of capabilities.
The eSuite portfolio consists of three main offerings, each of which can be configured according to requirements:- SelfCare is an online account management tool that allows business and private customers to view invoices, monitor usage and make payments.
- Analyser is an online bill presentment and analysis tool that allows users to investigate and report on their total communications usage over multiple invoices and billing periods.
- Web Chat delivers a real-time, text-based customer contact channel.
Benefits
Organization Benefits
- eSuite can be used across many separate back-office systems with minimal integration.
- It can present a single front-end bill from multiple billing systems.
- eSuite can be integrated seamlessly to your website (as an embedded web application), delivering single sign-on for customers.
- It can accept payments online.
- It will allow you to report internally.
- eSuite offers a competitive entry investment for an enterprise level self-care system.
- It scales with growth, vertically (for increase / decrease in customers) and horizontally (for increase / decrease of services).
- eSuite is available as a managed service.
Customer Benefits
- Delivers a single point of contact for multiple services, enabling customers to discuss all services in one engagement.
- eSuite empowers customers to manage bundled services, adjust tariffs etc.
- It features a webchat page to connect to customer service in real-time.
- Online payments are accepted.
- Customers can look at costs of individuals, groups or wider cost centres.
Innovative Features
- eSuite has its own database and normalizes data from multiple systems for streamlined online access. This means existing system investments can be leveraged, not replaced, to exploit eSuite and deliver exceptional online customer self-care.
- The Welcome page allows a user to personalize their home page and select their preferred language. Operators can also reserve space for the display of targeted advertising.
- Account management capabilities provide real-time access to account information including billed and unbilled usage.
- Users can view transactions, make online payments and set up recurring payments. Invoice details can be viewed, sorted and filtered, enabling users to identify key information quickly and easily.
- Administration features control which functions are visible to users, depending on their profile. Users with Administrative rights can also create and maintain the profiles of other users within their organization.
- Support capabilities improve the customer experience by providing access to webchat services. These display live as the other person is typing a message. Customer advisers can access technical information on the customer’s device (eg browser type and operating system) and can view account information and any previous chat sessions.
- The enhanced analysis capabilities allow the creation and scheduling of customer-defined reports and split-billing reports containing, for example, personal and business usage.
- Watchpoints enable the system to automatically monitor usage for customer-defined events and issue alerts when they occur.
- Audit and usage statistics permit operators to gain valuable insight into how customers use the self-care capabilities and which aspects are most popular. They can also view statistics on concurrent usage and download usage reports.
Ease of Implementation
- eSuite is not ‘rip and replace’ - it expands on existing systems.
- It can accommodate the full complexity of an organization's existing billing service.
- Modular, so you could launch it fast with priority functions, then add new modules over time, reducing your cost to serve.
To discuss how Martin Dawes Systems’ eSuite can help you win and retain customers, contact us.