When BSS convergence leverages integrated CRM functionality, a better approach in regards to traditional customer management, sales and marketing is uncovered. This approach enables tight prospect to cash cycles by supporting a truly convergent customer experience – every customer receives the same experience regardless of payment or account type. Imagine the revenue-generating possibilities that can be realized by having the same customer acquisition process for both prepaid and postpaid customers.
In addition, marketing campaigns can become much more focused and targeted by leveraging a single data model and product catalog. As the industry’s only billing and customer management solution built on a single data model and single product catalog, Comverse ONE allows operators to manage all subscribers consistently in a real-time interactive manner regardless of customer touch point (call center, Web, device, etc.), service, or payment type across the customer lifecycle. This approach known as Active Customer Management™ is delivered through a set of unified customer management applications - now extended to include revenue-accelerating CRM functionality:
Sales Force Automation: Comverse ONE Sales Force Automation can handle both simple and complex sales models so that both consumer and business sales processes can be managed via a single integrated tool. By leveraging the Comverse ONE unified data model, and via a series of well-defined, configurable activities and steps, sales force automation allows operators to manage sales processes that turn prospective buyers into committed customers in a consistent, streamlined and cost-effective manner.
Campaign Management: Comverse ONE Campaign Management accelerates revenue and drives new customer acquisition by allowing operators to define campaigns based on offerings configured in the single product catalog and to effectively target those campaigns by evaluating them against customer profile information provided by the Comverse ONE Sales Force Automation process. This interoperability ensures that valuable marketing funds are applied in the most effective manner.
Case & Interaction Management: Comverse ONE Case and Interaction Management provide operators with a historical rolling view of key activities with customers by recording and managing customer interactions and trouble requests through well-defined processes and actions.
When customer, prospect and product information is unified, the effective execution of convergent business models becomes a reality, additionally operators will benefit from streamlined customer acquisition processes and superior customer management throughout the customer lifecycle ensuring retention and satisfaction.
Comverse ONE’s open architecture also allows for the seamless integration of additional capabilities for attracting and retaining new subscribers, which comprise the bulk of an operator’s upfront Customer Relationship Management (CRM) efforts. Through its services-based APIs, Comverse billing solutions have always been integrated with third-party systems and applications, including CRM. Customers wishing to use the full CRM suite - or another third-party - for operational CRM, may do so through integration with Comverse’s services-based APIs.