Customer Resource Management System for Telecom Service Providers

Telecom, especially mobile telecom, has become an extremely competitive marketplace as a result of industry consolidation and technology convergence. Customers have also become more sophisticated and are demanding tailored solutions to meet their specific requirements. As a result, customer service is increasingly seen as the key factor in customer acquisition and retention. That's why, in today's competitive world, a telecom's investments in customer cultivation, care, and retention has become as vital as its investments in network infrastructure.

Companies that consistently deliver positive customer experiences maintain customer loyalty, build stronger brands, and are better able to avoid competition on price alone. One key to improving the customer experience is to reduce internal information "silos". By integrating the wealth of information Telecoms have about their customers they gain valuable insight that can be leveraged to drive new revenue models, enrich service offerings, reduce churn of profitable customers, improve average margin per user and the customer experience.

In short, Telecoms with the most comprehensive CRM systems will be better positioned to understand and capture all the information relating to the role of each customer and make decisions about targeting the right customers with the right offer.

With over 15 years of expertise serving major players in the telecom industry, CyberVision is pleased to offer its deep industry knowledge to deliver next generation technologies.

Reporting engine complements CRM systems with enhanced reporting features.

Notification services engine extends a CRM’s notification capabilities to SMS, paging, voice, e-mail, and application GUI.

Analytics engine that applies specific business process perspectives (models) and performs automated marketing data analysis.

• Descriptive model tool – discovers and defines data interdependencies, performs data grouping, filtering, sorting etc.
• Predictive model tool – analyzes past performance to predict future consumer patterns.
• Decision Support tool – provides convenient browsing of historical data and statistics; quick retrieval of relevant data based on search filters; automated decision validation against existing marketing data.

Automated analysis is performed on-demand or scheduled. CyberVision’s analytics engine automates all routine data mining processes in market data research – data segmentation (grouping and organizing), data classification (transforming raw data into meaningful information), and forecasting (predicting future situations and decision support).

In addition, CyberVision’s CRM web-extension features a powerful customer self-service portal that features comprehensive account management, service management, and technical support.

CyberVision’s CRM Web-Extension features:

• Integration – CyberVision’s CRM is easily integrated with: Billing, Trouble Ticketing, Order Management, Network Monitoring, and Provisioning Systems;
• Mobile access – a mobile CRM interface is available for popular Smartphone models;
• Integrated analytics – provides decision-making tools for sales and marketing processes;
• Listening tools / Customer Links analytics – captures customer insights from social networking;
• Campaign management – manages campaign workflow from initial concept to build, test, deployment and tracking;
• Lead generation and follow-up tracking – customer and sales people reminders;
• Customer self-service portal – An intuitive full-featured web interface provides customers with ability to submit and monitor trouble reports, view available services, add new services, modify services, access billing information, etc.

Benefits of CyberVision’s CRM Extension Package:

• Custom adaptation of a CRM system to meet any business processes and operational routines;
• Reduces costs of organizational data management by integrating existing software systems with CRM;
• Automates organization and analysis of marketing data;
• Increases speed of information browsing and historical data retrieval;
• Automates data classification, creation of target customer groups and tracking of personal customer history;
• Reduces number of inbound support calls by offering a self-service environment;
• Extends standard CRM functionality with advanced functions such as Campaign management, Customer Links analytics and Mobile interface;
• Improves usability of CRM system;
• Increases customer satisfaction and retention;
• Saves time on documents generation and reports trackingIncreases customer satisfaction and retention.