Create a winning Customer Experience
For the Digital Service Provider, the capabilities of Business Support Systems are pivotal in how well an excellent customer experience is delivered. The ability to bundle all digital services under one umbrella with real-time control enabled gives a substantial competitive advantage. Real-time control and real-time business intelligence is what makes it possible to accurately control and bill all services used.
Business Support Systems must provide flexibility to support any market initiative that might help a service provider win business. From product creation to rating, billing, payment and customer care, to successfully build and leverage market insight for further product evolution, advanced reporting capabilities must be provided.
Symsoft BSS is a flexible, feature-rich and future-proof solution for customer experience management, designed with flexibility and efficiency in mind. With a high level of configurability and process automation, Symsoft BSS provides a short time-to-market for new services, packages and campaigns.
Benefits of Symsoft Real-time BSS
How Symsoft enables the Digital Service Provider transition
Control and bill all services used, with flexible service definition and online control
Real-time business intelligence and process automation
Enable transition to a Digital Service Provider service by service
Integrated Product Catalog to minimise redundant configurations
Succeeding in a Digital World
Symsoft Real-time BSS with Policy and Charging Control is a product aimed at Communication Service Providers (CSPs), designed to be the backbone of their Digital Service Provider (DSP) transformation. Symsoft’s Real-time BSS helps the budding DSP consolidate products and services in one, online enabled platform to help them accurately control and bill all services used for every customer segment both business and consumer.
The number one challenge for CSPs today is to grow top-line whilst lowering customer acquisition costs and preventing churn – today’s digital lifestyle places increasing demands on service providers who feel like they’re under attack from every direction. To combat this, Symsoft have developed Real-time BSS to help CSPs transform into DSPs – online enablers of the customer’s end-to-end online experience.
The need to focus on an end-to-end customer experience comes from current trends in the consumer segment. Ensuring the customer is the focal point is ultimately what drives a more profitable business in an era where consumers can make or break a brand on social media. A customer-centric approach mandates an end-to-end view of their experience with your brand, it is not just about measuring satisfaction with the last customer care representative or other isolated touchpoints.
In the transition to a Digital Service Provider businesses need the tools to consolidate services, obtain a complete view of customers and not risk sub optimising service by service. A consolidated view also allows businesses to promote, follow-up and draw conclusions from the complete experience and the customer’s satisfaction with it, which is what ultimately drives or prevents churn. Legacy BSS solutions can serve businesses well in status quo environments and siloed businesses, but these solutions risk falling short of expectations in providing the support needed in the transformation to a DSP.
Symsoft believe the CSP/DSP is in a unique position to capitalise on its network, its customer relationships and immediate access to valuable data. Customer experience is the value driver behind a profitable business and we believe that online control is the missing link in the end-to-end management of that experience. The system we’ve designed for this purpose puts product managers in the driving seat with both effective tools for innovation and real-time access to business-critical data. This ensures that the right conclusions can be drawn at the right time when it comes to product performance. This also controls usage in real-time so that both the Service Provider and the Customer can stay on top of what is important to them. Giving the Service Provider tools to promote and protect themselves whilst putting the Customer in charge of their personalised services (telephony, television, broadband etc.) with powerful self-care tools increases customer satisfaction and reduces cost.
Symsoft Real-Time BSS Capabilities
Product Catalog and Ordering
The Product Catalog is the central tool for product creation and curation. A consolidation of consumer goods, subscriptions, add-ons, campaigns and promotions. The product catalog offers control over what channels and customer segments get exposed to which offerings and should be tightly integrated into your Point of Sale offering. Order capture is made through a REST-ful Product Ordering API that communicates with the CRM and Fulfilment processes.
CRM and Fulfilment
The customer’s engagement with the service provider is managed through the CRM system. A ticketing tool keeps track of all issues related to an individual customer or specific issue. New orders from the Order Management system will update or create the customer engagement records accordingly and will complete the fulfilment process by being propagated to and provisioned on the appropriate networks. Provisioning is a central integration point, Symsoft’s Real-time BSS offers customisable ways for propagating service orders to the networks as well as setting up the logistics processes for new orders, returns and keeping track of inventory.
Real-time Control and Policy
The tool that truly puts the service provider in touch with the customer experience is the online charging and policy management feature. Using policy as a means for service enablement, with customer experience in mind, is what can set the DSP apart from the competition. This can be achieved in addition to policy’s traditional enforcement role.
Billing and Reporting
The billing / payment process is not just a way for you to get paid, it also gives you the opportunity to evolve your products and optimise the product mix. Actionable business intelligence put in the hands of the right people is a game changer that can allow you to go from monitoring to innovation. Providing the customer with one easy to understand bill for all their services increases transparency and removes one of the common pain points for customers.
An End-to-End Customer Focus
Build innovative offerings, effectively beating the competition to gain customers.
Deliver service experiences with end-to-end control of service levels to prevent churn.
Improve your offering with analytics and business intelligence in real-time to grow your top-line.