Webcare 3.0 Released
“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:
other business systems as well as the enhanced ability to exchange
information at any point during the workflow.
product catalogue and automated contact tracking.
self-activations and self-care to online bill viewing and payment.
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.