Customer Care is at the heart of a Service Provider’s business. Selcomm Customer Care and CRM is all about managing telecommunication accounts and their associated services.
Selcomm stands apart from the many general CRM products on the market. Selcomm CRM is designed, configured and customised specifically for a Service Provider’s business, making it the product of choice for many established and emerging Service Providers.
Selcomm allows all account management and service requests to be tracked and resolved in a timely manner, which is critical to Customer Satisfaction and increased loyalty. Complex tasks are automated and simplified, allowing you to reduce Call Centre costs and improve Customer Service. You can even employ new Customer Care Agents with little or no application training.
What Customer Care and CRM provides
Selcomm Customer Care and CRM is a comprehensive Customer Care solution built specifically for Service Providers and fully integrated across all Selcomm modules, including Converged Billing, Network and Carrier Management, Sales, and Orders. It provides:
- Complete account and service management for all leading service types with easy-to-use standardised methods, incorporating activation, barring, unbarring, plan and tariff changes, disconnection requests and many other service life-cycle actions.
- Complete management of financial activity, with a fully functional Accounts Receivable system built in. All billing history is accessible for efficient answering of enquiries. Invoices may be viewed in image form or via detailed drill-down into call, data, or other usage components. All automated payments and other financial transactions are visible in one place.
- A fully functional Workflow system that is completely customisable using configurable events. Service life-cycle events such as activation, barring and plan changes, along with ticketing or other general account management events, may be scheduled for immediate or future automatic execution.
Selcomm Customer Care and CRM is designed for Call Centre operations, meaning it is easy to find Customer and service details and to access a complete summary of service-related information. Complex tasks are simplified, minimising training, reducing operator error, minimising time spent servicing calls, and ultimately improving the Customer’s experience while lowering costs.
All of Selcomm’s Customer Care features can be made available via the Selcomm SelfCare module, further minimising Call Centre operator time and reducing operational costs.
Key features and benefits
- Complete life-cycle management of all service types (voice, data, wireless, and more)
- Quick single view of all Customer contact and service history including lifecycle events, call and data usage, and invoices
- Fully functional Accounts Receivable system
- Fully functional Workflow management system
- Fully configurable and scalable — suitable for start-up companies through to the largest of enterprises
- Integrates easily with other applications and is fully integrated across the entire Selcomm suite of modules including SelfCare, Converged Billing, Provisioning, Carrier and Network Management, Sales, and Orders
Selcomm is available on a per-module software licence basis, as a completely outsourced cloud service, or under a hybrid licensing model that suits your business. See the deployment models for details.