OmniCare’s Customer Management module handles account information and
functions related to customer relationship management, customer care,
and self-care. Most of these functions are typically
performed by customer service representatives (CSR) talking to
customers by phone. The functions typically progress in the following
way:
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The Customer Management process often begins when the
client is a still a prospect, in the form of sales lead management of
prospects.
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New accounts are then created for new customers,
containing essential contact and marketing information. Credit checks
may be performed on new customers using a 3rd party credit bureau.
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The accounts are then maintained for ongoing customer
care to support new orders, billing inquiries, complaints, and trouble
reports for the lifetime of the customer relationship.
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When trouble reports are called in by customers, a
trouble ticket is assigned, and the request for service is then routed
for handling according to procedures established during configuration
of the system.
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Using Internet access, the customer can also make some
changes to their profile over the Internet without the involvement of
a CSR.
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The wealth of customer information collected can be
mined for marketing purposes using business analytic tools and
reports.
Key Customer Management Functions
The following describes the functions of the complex Customer Management module
in more detail. Please
contact Sigma directly for more information.
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Sales Lead Management
OmniCare provides support for tracking and assigning sales leads.
If a customer prospect calls into the call centre to request product
information, OmniCare will capture data for this prospect and initiate
sending of product literature and tracking of the prospect. OmniCare
also interfaces with resellers and agents, supporting the commission
process.
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Account Management
OmniCare provides for both residential and commercial accounts,
containing essential contact and marketing information. For commercial
accounts, OmniCare supports the creation of corporate hierarchies,
containing departments and subsidiaries for management of telecom
services within large organizations. OmniCare can be configured as a
multi-lingual system, in terms of both customer data and screen
information for CSRs.
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Credit Checking
Credit checks may be performed on new customers using
pre-selected, third-party credit bureaus, many of which already have
interfaces with Sigma. OmniCare electronically sends credit
verification requests to the credit bureau, creates credit work queues
and generates rejection letters to disqualified customers.
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Trouble Ticketing
OmniCare manages the ongoing customer care to support service
problems, billing inquiries and complaints. When a customer calls in
with an issue, a trouble ticket is created, and a request for
resolution is then routed for handling according to company
procedures. OmniCare monitors and flags tickets to ensure issues are
being resolved expeditiously.
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Directory Service
OmniCare provides local directory assistance information to
customers, as well as directory listings and interfaces for directory
publishers and operator services call centres.
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Customer Self-Care
OmniCare includes a consumer portal that allows the customer to
directly manage information that is associated with their electronic
account, customized according to the specific access rules and
privileges of each provider.
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Business Analytics
The wealth of data collected within OmniCare can be mined for
operations and marketing purposes using business intelligence tools.
Sales, customer, product, order and revenue information can be
analyzed yielding valuable sales insights and marketing trends.
OmniCare also provides a number of churn management and reporting
tools that can be used to develop customer retention and customer
re-acquisition strategies.
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