Being competitive is no longer just about price. Customers expect:

• Personalization
  
• Quality customer service
  
• On-demand access
  
• Media-rich experience
  
• Control over their account and spend.

The eSuite portfolio sits on a common framework, delivering a consistent user experience across a host of modular offerings, that can be tailored to the needs of the operator and their customers.

eSuite is all about flexibility. As an independent offering, service providers can deploy and exploit Martin Dawes Systems’ eSuite within their existing billing and process management infrastructure.

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, make payments and manage services at their own convenience, helping to improve customer satisfaction and reduce churn.
  

• Analyser is an online bill presentment and analysis tool that allows business users to investigate and report on their communications usage over multiple invoices and billing periods, providing the customer with effective cost management and the operator with a powerful customer satisfaction and retention tool.
  

• Web Chat delivers a text-based, real-time customer contact channel that offers the potential to reduce the load on contact centres, provide cost-effective 24/7 global support and drive incremental sales opportunities.

Key Features	Benefits
Real-time view	Account information, unbilled usage, bundle balances and other key information is presented in real time, reducing the number of inbound calls to the contact centre.
Secure access	eSuite provides secure access to corporate and consumer account and billing information using Secure Sockets Layer (SSL) encryption and username/password authentication.
Single sign-on	Single sign-on enables the user to seamlessly access the eSuite system after they have logged in via an external authentication system, promoting a positive customer experience.
Payment management	End-users are able to make secure ad hoc and recurring payments using credit or debit cards through eSuite, easing the burden on contact centres and helping to reduce outstanding debt.
Role-based permissions and feature-sets	eSuite flexibility enables user access rights and even feature-set availability to be defined for individual users, controlling access to sensitive information and personalizing the service.
Rich Internet Application	eSuite is a rich internet application of the Web 2.0 evolution, enhancing the customer experience through personalization and media-rich content.
User-defined hierarchies	eSuite provides a powerful tool for business customers to manage cost, even allowing end-users to define their own hierarchies for analysing and reporting against non-standard business activities, such as individual projects.
Welcome page	The Welcome tab provides a "blank canvas" for the end-user to show key data and for the provider to deliver targeted marketing messages and content.

 

To discuss how Martin Dawes Systems’ eSuite can help you win and retain customers, contact us.