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Digital Self-Service

Comarch Digital Self-Service Portal: Omnichannel BSS for customer, order and case management in telecoms

Comarch Digital Self-Service platform enables digital service providers (DSP) to introduce, recommend, sell and maintain traditional telco and digital products with the pace and simplicity required by today’s market. Customers are guided on the self-service portal through a digital shopping and buying process which includes offer:

  • browsing and comparison
  • online availability check
  • customer onboarding
  • omnichannel shopping cart and check out process

The omnichannel solution for telecoms through mobile or desktop apps provides each customer with a complete, actionable overview of their account including finance, usage and services. The mobile first approach with “one-click” contextual actions enables the majority of the operations to be carried out via online channels. The telecom self-service portal spans everything from simple operations such as top-ups, blocking SIMs and invoice payments, to more complex ones such as contract renewals and moves. Contextual digital care support mechanisms such as chat or interactive case management  help customers to self-resolve issues online. CRM for Telecoms, with ready to use apps for call centers and shops working over the same simple “one-click” actions exposed by omnichannel REST API, lets customer issues to be picked up and reported, even if they cannot be resolved online. 

Supporting TM Forum Open API

Comarch's full ODA-compliant portfolio currently has 13 APIs in accordance with Open API. The architecture of the systems and the company’s approach is already in line with Open Digital Architecture (ODA), and the organization remains motivated to continue with the certification. 

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Orange Luxembourg contracts Comarch for complete BSS overhaul

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Benefits of implementing the Comarch Digital Self-Service system:

Introduce true omnichannel experience

Increase your customers’ satisfaction by letting them choose the most convenient, always on, engagement channel. Regardless of whether a customer uses a desktop or mobile device, the experience is always appropriate to their channel of choice - and to the task. With Comarch Omni-experience suite, a customer can switch from Self Care to another channel, such as Call Center or Point of Sale, at any time and without needing to repeat information already provided.

Boost your marketing and sales

Enhance your marketing efforts, thanks to a non-intrusive direct marketing platform for advertising new services and promotions. Increase the number of new sales orders, thanks to the ability to reach your customers with well targeted, personalized offers directly to their mobile device or desktop.

Lower the cost of customer service

Reduce the workload of your customer service teams, by eliminating the number of customer service calls and moving bulk of customer management into the hands of your clients.

Turn your Customers into your brand advocates

Connect with customers through social media channels (such as Facebook or Google) to let them share their experiences with your services, and motivate them using rewards. Let them use their social media identity when engaging with you.

Give customers better control over their finances

Let your customers browse invoices online, perform online top-ups and payments, review financial operations history, browse financial documents, and choose the language used by the system during a particular session.

Simplify selling and trouble ticketing

Empower your clients to easily access information about new services and products available, activate or deactivate services, or report issues in a convenient and simple way. Let the telco service specific wizards guide your customers through sales or problem resolution processes.

Press Release: Digital Self Service - a Complete BSS Overhaul by Orange Luxembourg:

The solution covers Orange mobile prepaid and postpaid services (voice and data), the “Orange Love” offer (internet, TV, VoIP, and mobile) as well as cloud and third party services in Luxembourg. These will be offered, charged, billed and managed using an array of Comarch BSS modules...

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Browse Our PDF Materials Related to Digital Self-Service for Telecoms!

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