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clouWay’s TelcoNG CRM helps Communications Service Providers improve service desk operations by automating and facilitating customer support, reducing time-to-resolution, optimizing front office operational expenses, and delivering a superior customer experience.
TelcoNG CRM provides a comprehensive set of capabilities for end-to-end customer problem resolution. It streamlines the initial problem capture process by giving customer service representatives (CSRs) a complete picture of the customer’s account and interaction history, and thus fosters first-call problem resolution. It also provides visibility into the customer ticket lifecycle and enables the collection and analysis of customer feedback.
Capabilities Overview
Capabilities Overview
Customer Problem Qualification & Reception
Customer Problem Qualification & Reception
- ID customer/Customer validation
- ID services customer has subscribed to
- Reception of problems from various sources
- Problem triage
- Access to a complete customer problem history database
Customer Problem Lifecycle Management
Customer Problem Lifecycle Management
- Create a case if needed
- Relate the given case to an existing case / trouble ticket if appropriate
- Relate the given case to a workforce management dispatch
- Tracking of the case, including the related activities
- Associate correct diagnostic code to the case
- Case Archival
Customer Problem Diagnostics
Customer Problem Diagnostics
- Determine the source (root cause) of the problem
- Utilize service performance and service problem management functions
- Use Diagnostics / Testing tools to determine the actual cause
- Use a detailed service inventory to create customer connectivity / topology view
- Utilize the supplemental data to resolve the customer problem
- Receive service quality of service violation data
- Correlate events associated with customer contact to determine source
- Update the case with a “Cause Code”
Customer Problem Resolution
Customer Problem Resolution
- Taking necessary measures to address the problem and correct it
- Utilize resource / service problem management functions to repair customer product / service
Customer Problem Verification & Closure
Customer Problem Verification & Closure
- Verify with the customer that the problem has been fixed
- Verify that the service and/or resource level tickets closure
- Close the customer trouble ticket
- Document the cause code
Customer Problem Reporting
Customer Problem Reporting
- Generate operational reports
- Generate customer problem lifecycle tracking reports
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