Internet Customer Service for corporate customers

• System Operation
• Functionalities
• Benefits

Good customer care is the main objective for every telecom operator. Corporate customer care is even more important, as a company generates hundred times more revenue than a private person. It is not enough to use only reduced tariffs to attract and retain such clients. Corporate customers have got higher service quality requirements and opt for constant control over expenditures and up-to-date information.
That is why in addition to classic Internet customer care system, CBOSS Association has developed CBOSSics–corporate, which inherits all the CBOSSics advantages such as user-friendly interface, simple data representation and high performance. Besides, CBOSSics-corporate allows control over several accounts and service users.
CBOSSics-corporate is easy-to-navigate spreadsheets, containing all the accounts and service users, statistics on financial and service streams, tools for searching and browsing service user data, flexible reporting system and access distribution. All these features make CBOSSics-corporate a unique self-service solution, which best suits requirements of the most profitable and respectful customers.

System Operation

CBOSSics-corporate is built around CBOSSics architecture and arranged as a set of interlinked web pages integrated into the Internet site of a telecom operator. A user will enjoy both standard features of CBOSSics and specific capabilities of the corporate subsystem. Following CBOSSics-corporate hyperlinks, a customer easily drills down to a specific service user.

Functionalities

Each user has an accessible group of accounts and service users whose parameters he/she can change. E.g., a department head may access only the accounts of his/her department employees, and the CEO may access every account.
Within a family, accounts and service users can be linked under a common "corporate" interface.
It is also possible to set accessible operations and assign different permissions to users:

• permission to get the account and user data;
• permission to change service sets or tariffs, add or remove suspensions (top management);
• permission to generate reports on amount expenditure rate (employees of financial departments).

CBOSSics-corporate user may view the information concerning:

• accessible accounts – settlement method, balance, expenditure rate, disconnection forecast, partial suspension level, minimum reconnection balance;
• accessible service users – tariff, service set, suspension status.

CBOSSics-corporate user may obtain the following information:

• spreadsheet of bill itemization by accounts over period, and user share in bills against a specific account;
• spreadsheet of charges generated after the previous billing, and grouped by accounts, users or services;
• spreadsheet of payments itemized by accessible accounts, and amounts posted to a particular account over period.

• Service user share in the bill (pie diagram).
• Service user share in total charge over a period (pie diagram).
• Charged amounts by service users over a period (graph).
• Monthly bill amounts by account (graph).

The system allows setting two monthly charge thresholds for service users. CBOSSics-corporate user can browse through charges or whole bills, and select the service users exceeding the first or the second threshold. This allows detecting too “active” service users and optimizing communication traffic.
It is possible to assign default thresholds to service user groups, or to set individual thresholds.
All above mentioned threshold management functionalities are enabled by integration with the CBOSSbcc option:: Per-number credit control.

CBOSSics-corporate users may receive any bill or call itemization by fax or email.
Besides, by email it is possible to receive specific reports, e.g., itemization for a specific account or service user over a period. As a rule the reports are represented in the text file and can be imported by any spreadsheet processor (MS Excel, Lotus 1-2-3), or processed by user’s specific software.
Thus, the corporate customer may receive itemized data, which is, due to representation, easy to analyze.

Corporate customer has a great number of service users, that is why CBOSSics-corporate provides convenient search engine, which looks for service users by their parameters (tariff, suspension, services, etc.). By the search results a user gets a spreadsheet with user-related data.

Corporate customer may change the parameters of all the selected service users. Using group operations it is possible to change tariff, add and remove services, impose and cancel suspensions, etc. If integrated with CBOSSsms or CBOSSmcms, CBOSSics-corporate also allows sending SMS to a group of users and monitoring the message status.

In addition to standard news available to subscribers at the telco’s Web page, CBOSSics-corporate supports special news available to corporate subscribers only.

Benefits

CBOSSics-corporate meets the most vital customer care needs. User-friendly interface to manage tons of accounts, statistics collection tools, fast suspension/unsuspension capabilities, subscriber-oriented service distribution make CBOSSics-corporate an ideal solution to attract and retain corporate subscribers.