To deliver excellent support, you need to ensure that the customer experience is streamlined so that the same information is available to all channels. Critically, the information needs to be complete, accurate and timely. This means that it can’t get ‘lost in translation’ from other systems (principally billing), and has to be available in real time, as soon as the customer has engaged with you, whether by making a call, downloading an app, or contacting you directly.
Singleview Customer Management supports order-to-cash business processes in managing all customer activity, from prospect management and sales to post-billing support, issue resolution, and treatment and collections management. Customer Management provides a real-time, 360-degree view of your customer and their history, profiling whatever their services are today, and can support what they will be in the future. Declining ARPU and increased market saturation make customer retention more important, so the campaigns and loyalty analytics, real-time customer-spend alerts, and offers available with Singleview become very useful tools to help keep your most valuable asset: the customer.