The iTMS account manages the end-customer's account information. The account is made as simple and intuitive as possible, while simultaneously managing the very sophisticated underlying processes. With iTMS we have made a major effort to make customer management as simple and as quick as possible, resulting in optimal end-customer care. It is this account call center staff use on a daily basis and it is designed so that end-customers can be assisted with minimal staff training. The account is designed so that call center staff have all of the customer information to hand. iTMS manages all of the logic for the call center staff so that products that are not feasible are not set up for the customer, as the advanced inbuilt management in iTMS manages this. There is also very strong emphasis on call centre staff being able to quickly answer the questions of, and offer support to, the end-customer. We have chosen to develop the account logic in collaboration with our current customers and user interface experts, based on the analysis of what is most essential in order to assist the customer in the best possible manner. Based on this experience, we have created the ultimate in call center accounts.
The account structure is divided into tabs, with each tab representing separate features. This affords call center personnel an instant overview of the customer. If the customer has a question regarding an order, the Order tab is selected, giving a complete overview of the status of all orders. If a customer has a question regarding telephone usage, the Usage tab is selected and a complete overview of the customer's telephone usage is displayed.
When an end customer becomes a customer in iTMS, they receive an account. The end customer can be easily retrieved by call center staff through a range of search criteria; after which the customer can be assisted. Customer searches can also be performed via an external system.
Each tab is adapted to the customer's business. In the case of mobile solutions, tabs relevant to mobile solutions will be presented. In the case of Fibre, Content, etc., the relevant tabs will be presented.
Tabs are versionised and new releases can be enabled in the event that new functionality or new modules are required.
In addition, tabs are controlled by user rights, so the account can be personalised, depending on which products the system must manage.
Example of a mobile account. The solution contains all of the functions for managing mobile customers
The standard account contains:
- Customer Information: All information regarding the customer’s master data, discount groups, product billing addresses, PIN/PUK codes, email passwords, etc. is found here.
- Subscription information: Information regarding the products the customer has subscribed to Products, expiration dates, subscription prices, etc. are found here.
- Order summary: Status of all orders. Products created, being created or discontinued Itemized order details can be found here.
- Trouble Ticket: Option to create a Trouble Ticket and the option to escalate the problem to another department; see historical cases, ongoing cases, etc.
- Usage: All telephone usage can be retrieved for the current and historical periods.
- Entries: All payments/deposits and account usage are displayed here.
- Letters: All letters/emails/SMS are found here. Displayed as PDF.