Webcare 3.0 Released

eCRMGuide.com Staff

Updated · Feb 04, 2002

“Despite all the advances in the wireless technology itself, the way we
typically service and manage customers is still stuck in the stone age by
comparison,” said Simon Williams, president and CEO of INSolutions.

Wireless software provider, INSolutions Limited, has
released Webcare 3.0 – an end-to-end wireless CRM product designed to
enhance service and promote interoperability.

“INSolutions has fundamentally reinvented the way wireless customer accounts
are managed from the moment someone signs up for service throughout the
entire customer lifecycle,” said Williams. “As customers become more
demanding and next generation services further complicate customer care,
Webcare enables a higher level of customer satisfaction to be achieved while
bringing other tangible benefits to operators such as driving down operating
and training costs, and increasing sales productivity.”

Some of Webcare 3.09s expanded features include:

  • Quick implementation, flexibility and advanced interoperability with
    other business systems as well as the enhanced ability to exchange
    information at any point during the workflow.

  • The complete range of customer account activities as well as a unified
    product catalogue and automated contact tracking.

  • Extensive wireless CRM and customer service capabilities, from customer
    self-activations and self-care to online bill viewing and payment.

  • An intuitive user interface and business logic engine that masks the
    complexities of providing wireless services and customer service, either
    through a traditional call center or via customer self-care.

    To meet the needs of operators, Williams said it was critical to develop
    industry-specific, packaged software that could quickly and easily be
    configured into an existing architecture to leverage investments already
    made in business systems rather than undertake costly software development
    projects that provide inflexible solutions as business practices change.

    “As next generation services are deployed the complexities of providing
    customer care and maintaining customer loyalty are going to become even more
    critical than they are today, and generic CRM solutions that take 2-3 years
    to implement just cannot react fast enough in the dynamic, exciting wireless
    industry,” said Derrick Farley, vice president of global sales and
    marketing.

    INSolutions’ Webcare product is already being used by wireless operators,
    including Orange SA subsidiaries, Orange Caraibe and Orange Dominicana.
    Webcare 3.0 will be formally introduced and demonstrated at the 3GSM World
    Congress 2002, February 19-22 in Cannes, France.