Enrich CRM with dynamic usage data as it happens
As customer retention depends more than ever on how a customer experiences a brand or service, ensuring a satisfying resolution on a care call is critical to retaining and growing revenues. As operators become digital, a great amount of autonomy is being given to the customer to self-manage. When a customer contacts a care agent today, they have exhausted all other channels without success and are now a high risk churner. So what if the care agent could diagnose the issue in real-time without the customer having to exhaustively describe their complaint? Saving them time and you money by expediting the time to resolve and optimising the accuracy of the resolution.
Openet Real-Time Care Insights is a Salesforce-native data management solution, empowering operators to significantly lower the cost of handling customer care queries by providing a real-time view of the customer’s usage and activity. This is achieved by forming a bridge between the Salesforce CRM and the underlying BSS.
With this fully integrated solution, Openet enable real-time access to customer usage information and account activity, via the Salesforce CRM, in order to resolve billing queries more efficiently to allow for a better customer experience for the subscriber. Result? Improve customer retention and drive down operating costs.