CUP

CUP

You may prefer to compile in addition to network information, commercial information and profile information from your different CRMs, Billing, IN or spreadsheets. Add to that information you may collect from external sources for B2B and B2C customers. You may then benefit from our expert system engine to provide you at call centres or on the web best solutions to maximize customer satisfaction, loyalty as well as your revenues and efficiency.

 

Contact us for further details

 

 

 

What does CUP do :

 

  • Gives customer journey from order to close
  • Order
  • Relocation for fixed network
  • Change of mobile
  • List of complains
  • Payment history
  • Cessation
  • Process monitoring
  • Gives Customer data, i.e contacts
  • Presents service segmentation
  • Provides unique customer identification during task processing
  • Shows proposed tariff plan
  • Shows the likely potential of the customer eg,quality of payment, churn risk and adherence to payment
  • Customer products eg mobile, internet, wifi and others
  • Billing information and billing cycle
  • Graphical usage per service
  • Interaction tickets with details of date, contact channel, action taken and age of the complain

 

 

 

 

 

 

Most companies have a customer relationship management system. But it is even less common that they easily integrated in this system all the information related to the client experience and to the technical and commercial elements themselves related to :

 

- The customer's equipment

- Its buying habits

- Its use of the products he owns

- Its experience in relations with the company and its nearest competitors

- Etc

 

CUP addresses these gaps, by exploiting all the information assets of the company and all the information available on the Internet, whether from the company website or any other website (market agents, competitors, analysts, bases economic data, ...).

 

Based on this information, CUP offers its users to access easily to all of it in a few clicks. Thus, for each first-lines experienced situation may correspond, at will, a cinematic visualization and treatment exactly tailored to its treatment.

  • Suitable for Customer support staff at the front office be it call center, shop and those handling complains through social media.
  • Service management staff , who are first level support of customer  care
  • Business owners and marketing teams, key account managers
  • Debit collectors
  • Customers for selfcare/business or consumers

 

  • Gives customer journey from order to close
  • Order
  • Relocation for fixed network
  • Change of mobile
  • List of complains
  • Payement history
  • Cessation
  • Process monitoring
  • Gives Customer data, i.e contacts
  • Presents service segmentation
  • Provides unique customer identification during task processing
  • Shows proposed tariff plan
  • Shows the likely potential of the customer eg,quality of payment, churn risk and adherence to payment
  • Customer products eg mobile, internet, wifi and others
  • Billing information and billing cycle
  • Graphical usage per service
  • Interaction tickets with details of date, contact channel, action taken and age of the complain

Delivery steps


CUP delivery is implemented through 8 major steps :


1. Define together the goals of the solution.
2. Identify the organizational and technical prerequisites.
3. Build the project joint-team.
4. Install the tool linked to its local context.
5. Describe together the necessary adjustments to achieve goals.
6. Develop and implement adaptations.
7. Test the solution by a one month pilot and measure the achievement of initial goals.
8. Billing and celebrate success.


This approach increases the chances of success and drastically reduces customer risks. It allows to remain pragmatic and to achieve significant, measurable and incremental gains for a small fraction of the current approaches costs.


Duration :


This process can be repeated in batches of 3 to 4 months.

 


Implementation phases :

 

- Commercial proposal is sent within 1 week, once the qualification of needs is completed.

  • It confirms CUP feasibility, cost and implementation time
  • After a “go” is given by the client, conception phase starts with the joint-team (client and Athenasys / Innate persons)
  • An IT project owner and project contributors must be identified from the client staff

 

- Conception phase of expected services can be done in a 2-days seminar at MCO location

  • Seminar costs can be agreed on a shared basis

  • All project contributors can attend at least one 2-hours meeting with the conception team

  • The deliverable of this seminar is a “conception document” written by both parties must be validated by the client business owner and the client IT project owner

  • Once the “conception document” is validated, the client sends the order for development

 


CUP development and deployment can be done in 2 to 4 months depending on the complexity of the project.

  • Provided access to data sources is given, network connectivity is opened and production machines are delivered

  • Athenasys / Innate acts as integrator

  • A first version (V1) is delivered for trial and user’s feedback is used to develop the second version (V2)

  • The second version (V2) is then delivered for acceptance and deployment