Every service provider is looking for ways to positively affect the elements of revenues versus costs to increase shareholder value. The solution was once a simple equation - sell more, which was the philosophy of focusing on ARPU (Average Revenue per User). The landscape of today's telecommunications market has changed; organizations must lower their service delivery costs and become lean efficient machines to survive in today's market. This has directed the focus to APPU (Average Profit per User) which can significantly be improved by automating manual time intensive processes which traditionally require expensive technical expertise to complete. Automation not only decreases the cost of each transaction but also reduces the discrepancies between provisioning, network, and billing resulting in improved revenue/quality assurance.
Prosolum's advanced provisioning solution;
ProCM can significantly increase your APPU while enhancing your customer satisfaction levels. As organizations increase their service offerings to their legacy systems with items such as VoIP the integration between systems becomes more complex often creating silos, adding to the existing inefficiencies and costs.
ProCM further improves efficiencies in this environment by providing a single point of entry to provision both legacy and new emerging technologies such as VoIP.
The ability for a Customer Service Representative (CSR) to instantly provide a dial tone or trouble shoot and resolve problems for a customer through a few key strokes while the customer is on the line represents a huge time savings. The intelligence in
ProCM moves the business rules for providing service from people to
ProCM with the result being fewer errors, increased customer satisfaction, decreased transaction costs and reduced training.
ProCM can be a powerful differentiator that can result in increased market share as customers recognize the increased quality of service the carrier can now offer.
ProCM Advantages
- Single point of access to legacy and IP systems employing a simple to use point & click interface with visual representation of customer's set.
- Immediate activation of accounts equates high customer satisfaction and retention.
- Rules based system designed to ensure features requested for sets are possible.
- TSR/CSR has instant access to information on customer set inventory.
- TSR/CSR can trouble shoot customer service items with customer on the phone.
- Customer service can provide an actual graphical representation of the customers' set to the customer mapping out what features are on what button.
- With flow automation the demand on highly paid network or server administrators is decreased creating cost savings.
- Significant improvement of working environment for staff windows look and feel with windows functionality providing enhanced employee satisfaction.
- Staff has access to more information enabling them to perform their duties easier.
- Customer service templates to ease the process of adding sets or features.
- Create customized service packages (i.e. Gold, Silver) to apply groupings of features in one step.
- Single or Bulk orders can be scheduled in advance
- Audit trails of all work created
- Single screen management for customer profiles facilitating the updating of 911 data.
- Entire Customer Group cutover in minutes versus hours of programming.
- Mass suspend features for streamlining bill collection activities.
Typical Customer Service / Provisioning process
without ProCM
Advanced Provisioning / Customer Service Process
with ProCM
Prosolum will assist you in identifying how to transform your manual, inefficient provisioning process into an intelligent, speedy, secure and efficient process that improves your organization's efficiencies and maximizes shareholder value.
Contact us today to find out how Prosolum's team of industry professionals can assist you in improving your bottom line.
sales@prosolum.com
