Our Solutions

Our main solution the world-class Business Support System iTMS. iTMS allows for great savings in Call Centre costs. Customer Self Service as well as Back-office support and analysis.

Capernow iTMS is based on the following 10 main modules:

Customer Self Service

We continuously strive to bring the service closer to the customer, by letting the customer serve themselves – at their own discretion and at a time that fits them.
Delegating the vital part of the work to your customers ensures that they receive the best service and information at the right time and feel confident with the response.
Order Processing

Automated processes ensures that the customer order will be processed as quickly as possible, information such as order status, rendering, confirmation and consequently provisioning is shared with the customer.
Billing & Rating

Billing is done based on purchase and usage defined by rating using the tariffs following the industry standards. The system offers on top full flexibility for choosing prepaid, postpaid, prepayment or mix of these. This functionality makes the system your cornerstone in establishing a successful business.
The company or single subscriber has full visibility on usage for Mobile, Broadband, IP, Landline, Triple Play and Content.
Call Center

The Call Center Module facilitates a flexible handling internally or a possible outsourcing of the Call Center function. The solution allows for full outsourcing, or a so-called overflow model, which increases the efficiency of the overall Call Center function. It also allows for Call Center personnel to work from home, thereby saving costs for office space.
Logistic Management

Logistic is more than just track and trace. Logistic needs to show the availability, and estimate when an item will be out of stock. The internal status can be made available for the customer; this again reduces the number of calls to your Call Center.
The module is able to communicate with external systems, and is fully prepared for outsourcing - the system is open for all possibilities.
CRM Module

The customer relationship module contains information on the interaction between supplier and customer, this is done everytime a customer is in contact with the supplier – it is all about creating a positive experience; positive impressions are a preamble to increase average revenue per user and helps to reduce churn.
In this the CRM module plays an important role in storing information for future actions – both sides benefit from stored history and the customer receives a feedback which is universal.
Back Office

Back Office is where you control your business. It also contains valuable information for management, with reports and analysis of the whole operation. Content management for the website, management of products, bundles and prices, administration of letters and general conditions are handled here.
Trouble Ticket Module

The Trouble Ticket Module handles customer contact and support. The systems is open for integration with other module and external systems, and the functionality allows furthermore a customer to follow the ongoing individual events on the self-service portal; this enables the customer to see updates from the Call Center and technical personnel on demand. The Trouble ticket management is also integrated to back-end OSS for further actions.
Flow Builder

Flow builder is the engine in the system and controls the workflows and processes. This tool designs and automates all the business processes of a telecom provider. The processes are easily designed using the graphical tool, which automatically interacts with Status Action.
Status Action has a key role and is used throughout the system to control processes, log and validate events, keeping track of the status of any given process and controls the actions performed.
Integration

The system is flexible and scalable and allows for integration with other key providers of ERP, Billing, OSS and CRM systems.