In today's telecom market, competition is reaching all time highs as new competitors enter, churn rates continue to rise, demand for additional service offerings increases all while prices are being pushed lower. While the traditional approach has been for carriers to push for stronger ARPU (Average Revenue Per User) numbers the trend is now shifting to APPU (Average Profit Per User). The need to lower service delivery costs isn't just about competition but about survival. Organizations need to become leaner and more efficient in today's marketplace.

Customer Self-Service is emerging in the telecom space as a key capability that can position organizations for dramatic performance improvements from both a cost and customer experience perspective. Everyone has witnessed self-service capabilities put to the test in other industries such as airlines and banking to lower costs while increasing customer satisfaction by offering on-demand access 24X7 and the results have been significant in decreasing costs while increasing customer satisfactions.

A well designed self-service system can help organizations not only reduce customer care costs but also assist in retaining customers. Prosolum's successful unique approach to developing a self-service solution was a strategic approach, balancing both the needs of the end user and the carrier. The Prosolum team canvassed end users and carriers across all levels to determine the features and functionality desired. The end result was an end to end customer self-service solution; ProCM.

ProCM delivers the following key business drivers;

• Reduced customer service costs by leveraging the power of customer self-service capabilities to decrease call volumes to your call centers.
• Provides an overall increased high quality customer experience, including 24X7 access.
• Increased APPU (Average Profit per User) with decreased costs.
• Competitive advantage over organizations not proactively addressing the growing end-user demands for self-service.

ProCM's advantage can be viewed from 2 perspectives;

The Carrier

• Decreased integration effort between applications and packages.
• Reduced service provisioning cycles enabling quicker revenue.
• Intuitive design incorporating set rules to ensure features are being programmed properly.
• Available integration to billing.
• Customizable service packages to enable fast and efficient offering of new services.
• Economical business model enabling your ProCM solution to grow as your organization requires.
• One system that reduces the cost of ownership for legacy and next generation networks by eliminating manual tasks associated with you various platforms.
• Expansion capabilities for call center tools and revenue assurance.
• Branding of self-service offering

The End User

• 24X7 on-demand access to my telecom services with no call center involvement.
• Visual representation of my sets and location of features offering point & click management of features and packages.
• Faster, real-time changes.
• Audit Trail of all changes made
• Set templates for bulk processing
• End User reports for internal management of telecommunications

Typical Customer Service Process without ProCM

Empowered Customer Service Process with ProCM Customer Self-Service Tool

ProCM provides you with these advantages and a very quick return on investment.

Contact us today to find out how Prosolum's team of industry professionals can assist you in improving your bottom line. sales@prosolum.com