Efficient Web-Based Self Care Portal

1. Efficient Web-Based Self Care Portal Paweł Maksymczak Comarch Self Care Solutions Product Manager

2. Introduction • Position of Self Care solutions • According the wind of changes • Self Care as direct contact to Customer • Quality of service - key to the market • Effective mean - achieving desired results

3. Self Care Target – Increase Revenue • Studies show that the easier it is to get a new service, the more likely customers are to request it • Automated processes are inexpensive... • Increases ARPU through faster service implementation • Reduces customer service costs • Eliminates statement preparation, paper, and postage • Cuts down paper bills (0,80 USD paper vs 0,35 USD eBill) • Cuts down CSR operations costs by over 99% (33 USD phone call, 1,17 USD Self Service [Forrester Research])

4. Self Care Targets – Increase Revenue (2) • Increasesyour company’s visibility • Speeds up the customer payment cycle • Improves the quality of service • Churn reduction (280 USD for gaining a new customer vs 57 USD for keeping the ones you have) • New marketing tool • Direct contact • Personalized offers • Self Care for Corporate Customers– the best part of the offer

5. Benefits for Retail Customers • Are able to access information whenever they want to • Historic information (calls, tickets, contracts) • Billing information (invoices, unbilled calls, discounts) • Reports (calling trends) • Simulations (what if scenarios, etc…) • Be aware of progress • New services • Trouble tickets • Orders • Feel comfortable (they aren’t hiding anything from me) • I can’t be seen

6. Benefits for Business Customers • Have control over services & spending • Track spending – bill forecasting • Analyze trends • Modify services and limits whenever necessary • Supervisor reports • Easy management of services • No more hours spent on calls to Customer Care • Have clear visibility of various options • What would be the best for my company? • Cut down the paper bills • Automated integration with internal ERP systems • Automated payment

7. Effective Self Care • What convinces customers to use Self Care? • Simple and clear GUI • The help of a Customer Care agent • Instant access to usage data • Access to bills and financial documents • Easy access to services and products • Other functionality • Lower service prices

8. Usability • Professional graphics and layout • As simple as possible • Intuitive navigation • Customizable layout

9. Help from Customer Care Agents… Nice but Expensive • What we can do?? • Escorted browsing • Help in the form of movies - best solution

10. Instant Access to Usage Data • Possibilities depend on an data source bus architecture • Rich data presentation • Personalization of usage data: no more 56023423... instead customer see "Uncle Georg"

11. Access to Bills and Financial Documents • Simple presentation of financial document history • Presentation of invoices in "paper version" • Financial document assistance • Customers whohave choosenbills in electronic version receive detailed bills for free.. • Payment online or direct debit - you will get your money faster!

12. Easy Access to Services and Products • Products on Self Care cannot be those configured in BS • Clear view of contracted products • Descriptions near products/services • Price lists in tabular form are not understandable by the avarage end user; for this reason Self Care needs understandable written descriptions • Wizard style of contracting – a kind of shopping

13. Easy Access to Services and Products (2) • Faster order processing • Automated rule-driven business processes • CC Agents do not take a part in contracting process • Rules and restrictions for product/service contracting should be presented to customers, otherwise customer frustration is guaranteed

14. Trouble Ticketing • Make claims even before billsarrive • Track progress • Simple trouble ticket registration • Automated trouble ticketing process solutions - "check if you have switched your modem on" • Automatic knowledge garbage - Customer Care agents do not waste time…

15. Colourful Reports • Residential customers do not need them much; however, without color charts Self Care doesnot look good

16. The New Face of Direct Marketing • Customers log into Self Care – they are identified and we know who they are from the first page • Self Care presents product commercials to those who need particular products • Based customers subscription data, it is possible create commercials dedicated to special groups of end users

17. Corporate Self Care - Tool for Business Users • User management • Own hierarchy • Spending control • Mass changes • Trouble ticketing • Self care in the corporate portal chain

18. User Management • Company managers manage end users • Creation of end users - ID data • Assignment to departments • Set functionality profiles • Set services profiles • Company managers mange other business users • Grant sets of end users • Grant access to parts of the company hierarchy

19. Own Hierarchy • The billing hierarchy differs from the company hierarchy • What is an own hierarchy in Business Care? • Own hierarchy for each manager • Predefined hierarchy • Self-created hierarchy • Employees can belong to many hierarchies • Reports on selected hierarchies

20. Spending Control • Introduction • Allowed rules of usage • Exceeding limits • Prevention by foreseeing spending

21. Mass Changes • Every employee is assigned a profile of services • Every change ofan employee service profile impacts all employees who haev that profile assigned... • Profiles can be used to assign budget limits…and other usage restrictions

22. Trouble Ticketing • Corporate Trouble Ticketing supported by automated wizards • We can change the traditional way of solving troubles in corporations

23. Corporate Portal Chain • An integral part of the corporate web application • Technological aspect - portlets

24. Summary • Self Care is not only a sales machine • Not only the prices of services decide • „The Devil is in Details”: even the grandest project depends on the success of its smallest components • Solutions for corporate customers can change the market