Customerrelationships have many elements that can be standardized and sometimes automated.Customers may receive information about the following: Services,details of their own contracts and payment obligations. In addition, they canorder new services, or even file a complaint. WebCare™ is a business communications portal where customers can access tailored informationand initiate business steps. The business communications portal is integratedwith back-end databases and the company's Operation Support System (OSS) ensuring it always presents current information on the web. Data and information access canbe limited according to customer profiles. WebCare™'s communications with back-end systems are bi-directional, thus requests and ordersinitiated by customers are transferred into the OSS immediately. If authorized automatically,the modification of contract content can be realized without delay. ThroughWebCare, customers can have immediate access to services leading to a direct increasein sales revenue and improved customer satisfaction. This type ofsales activity needs minimal resources, reducing sales costs considerably forthe provider company.
Who should choose WebCare™?
WebCare™ is especially useful for companieswith a large number of clients, and where major aspects of customer support canbe automatated (such as the delivery of information or the modification ofstandardized contracts). WebCare™ is a business communications portal containing content automatically refreshed from back-endsystems.
WebCare™ handles various data sources,displaying data obtained fromheterogeneous IT-environments in a unified format on a single system.
How can WebCare™ be connected to your company's existing IT-systems?
WebCare™ is a platform-independent solutionthat can run on all widespread operating systems and links quickly andeasily to leading databases. Due to its modular structure, the portalsystem may be extended to meet future needs of your company resultingfrom changes in your business environment (e.g. expansion of capacity or functionality).
WebCare™ provides a two-way data connection to back-endsystems and displays information securely based on sophisticated authorization procedures.
THE CORE FUNCTIONALITY OFWebCare™
Contract management
Customers can modify the content of contracts and agree contracts online, as well asordering products and services and modifying service packages.
Complaint management
By using the"complaint management" function, customers can electronically file acomplaint related to invoices, services, or any other issues.
Payment management
WebCare™ canhandle numerous payment methods, such as pre- and post-payments. Due to thetwo-way nature of communication, customers can initiate payments or transfers directly through the portal and even pay by credit card.
Setup according to the providers' requirements
WebCare™ canbe set up based on defined authorization lists. Various rights are assigned tousers or groups, which effect the functions available to them and theappearance and content of the pages/portlets they can view.
Marketing support
Providers can realize their marketing goals through WebCare. It is an ideal tool for marketing: analysis of customer behavior, segmented management of target groups and push marketing strategies are all supported.
Development of a unified internal information system
WebCare™ can serve as the basis for an internal information system as it displays data arriving from different sources in aunified format. Its powerful capabilities regarding user and access management make WebCare™extremely suitable for management or executive information systems
BUSINESS BENEFITS OF USING WebCare™
EXECUTIVEBENEFITS
- Direct increase in orders;
- Increased customer satisfaction;
- Reduced customer relationship management costs
MARKETING BENEFITS
- The portal collects analyzable data on customer behavior;
- Marketing campaigns can be targeted to individual user groups
ITMANAGEMENT BENEFITS
- WebCare™ combines well with other business applications;
- All leading databases can provide source data;
- Real-time information-transfer: Instant download, upload and sharing;
- WebCare™ guarantees high availability.
Technical background
The operation of the JAVA-based WebCare™ application does not require an expensive J2EE application server, it can run on standard webservers (e.g. Apache, Tomcat). In addition, WebCare™ canalso be easily installed on a variety of application-server environments to produce a scalable and high-capacity business portal. WebCare™ database is regularly refreshed with data from the back-end system according to pre-definedservice profiles.
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