ENGAGE with CSG International

 Does every interaction strengthen your customer relationship? 

 

CSG International and American Support make routine inquiries a thing of the past.  Now, with each interaction you have an opportunity to improve your customer’s experience and make their belief in your brand a little stronger.  Now you can span multiple touch points, treating each interaction as an opportunity for information exchange that expands your insight into each customer. Whether it’s human interaction through a telephone inquiry or field-service call, online interaction, statement delivery or other outreach, you will optimize each engagement and tap its potential to add value.

FEATURES

  • Customer Management
  • ACSR
  • Precision E-Care
  • Order Management
  • Field Service Management
  • Intelligent Customer Communications

 CUSTOMER MANAGEMENT 

Customer-centric management for forward-thinking companies
CSG Customer Management from American Support allows you  integrate all the key elements of your relationship with your customer.  Access extensive customer, location and account management information, while supporting product and service acquisition and life cycle functions.

Customer focused management tools for forward-thinking companies:

Subscriber Management
Manage and coordinate customer interaction with your products or services using their personal information and profile, including products, services or equipment installed.

Trouble Management
Extend your ability to classify, diagnose and resolve customer issues or requests, for both end users and your representatives.

Service Request Management
Enter, monitor and complete customer requests for any product/service bundle, via any customer touch point or channel.

 ACSR  

Improve call center efficiencies and make your customers happy.

ACSR is a graphical user interface for the CCS service bureau subscriber management system.  That means, what your customer sees and what your CSR sees is an exact match.  ESP®  statements can be retrieved and printed within ACSR, exactly as it appears to the subscriber.  ESP® statements are electronically stored for a period of 12 months and available within forty eight (48) hours of printing, making the images available to the CSR before the subscriber.

Comprehensive view from a single workstation – American Support CSR’s can:

    • Control all of your customer’s products and services from a single interface.
    • Quickly respond to service requests, status inquiries, billing questions and trouble tickets.
    • Accept and execute new orders and effectively suggest cross-sell and up-sell offers.
    • Access a 360 degree view – Quickly look up and manipulate all customer information, interactions and transactions, from service issues to pending orders to overdue invoices.
    • Pre-integration with other CSG application suites – Offer subscribers a single point of contact, by giving our CSRs access to data in our other customer interaction management applications.

Full integration to support multiple lines of business.

    • Serve customers and extend offers across business units.
    • Every part of your business will tap the potential value of each customer interaction.

Ancillary applications include:

    • Leads Tracking – Integrates with Call Interaction Tracking by capturing lead information for new and existing prospects.
    • Screen Express – Interacts with the local phone switch to identify customers, then automatically populates the CSR’s desktop with the caller’s account information to reduce call-handling time.
    • Enhanced Call Routing – Allows managers to specify call-routing rules that direct inquiries to the appropriate CSRs.
    • Order work flow – Reduce order-entry error and decrease overall call-handle time by defining work order process and configuring by each order type.
    • Offer Management – Extend logically grouped product offers to various channels, with targeted selling and scripting.
    • Customer Interaction Tracking – All the interactions the CSR has with customers can be captured with follow-ups and appointments readily managed.
    • Online Payments
    • Online Statements

 PRECISION E-CARE 

Customer self-care can expand revenue and reduce operational costs

With the Precision eCare application suite, your customers can easily self-manage their service interactions – from initial ordering or service installation, to service-bundle upgrades and self-payment coordination.  Extending complete customer self-service and end-to-end account management through multiple channels.  Your customers will get the convenience they’re looking for and you will get the revenue opportunities you are looking for.  You will reduce the number of call center contacts and cut your operational costs.

Precision eCare provides many advantages, including:

  • Proven, enterprise-class scalable application serving almost 8 million registered users
  • Customizable customer interface
  • Modular architecture that can be expanded as your business changes
  • Support for new service orders and upgrades
  • Bill distribution through CheckFree consolidator networks
  • Retail kiosk ordering and payments
  • HTML email and marketing capabilities

The Precision eCare suite includes these applications:

  • Precision eBPP: Full-service Web-based application presents bills and accepts payments. This solution also supports consolidator and kiosk billing and payments.
  • Precision Email: Rich HTML messages and content creation tools that allow you to distribute personalized email communications.
  • Precision eMarketing: Targeted promotions, advertisements, and cross-sell messages via the web and email.
  • Precision eCommerce: Comprehensive web-based self-care application manages all aspects of a customer’s account including ordering new services and upgrades.

 ORDER MANAGEMENT 

Enable cohesive, timely service-bundle delivery
CSG Order Management from American Support delivers what you need for complex order management, order handling, provisioning and fulfillment tasks.  It is especially suited for managing bundles of information, communication, and entertainment products and services. Use it to better manage task handling as well as events and data exchange for delivering complex products.

Specifically, CSG Order Management from American Support includes:

  • Order Capture - Secure availability checking, pricing and product configuration, quote generation, order finalization, and final order submission for your order fulfillment.
  • Provisioning - Coordinate the processes by which a specific product/service or bundle is provisioned.
  • Order Fulfillment - Execute, track and automate your fulfillment/provisioning of service orders across multiple network elements and business partners.
  • Workflow Management - Manage the service delivery work flow processes for any type of product/service or bundle and intelligently manage exceptions, dependency tasks, and fallout.
  • Order Assurance - Audit the end-to-end order fulfillment process from quote, to order, and finally to service delivery.

 FIELD SERVICE MANAGEMENT 

Maximize the productivity of your mobile workforce
Streamline critical service-delivery processes and allow for more efficient management of technicians and service requests with Field Service Management from American Support. This is especially important if you offer complex product/service bundles to customers with unique needs, and rely on field workers to enable services for them.

Make your mobile workforce more productive.

  • Scheduling
    • Automate and improve the scheduling of service requests, and manage scheduling via a variety of attributes such as service type, location, skill set, etc.
  • Dispatch
    • Coordinate the automation of dispatch activities and more effectively manage changes.
  • Routing
    • Effectively route service orders/requests and associated routing based on any number of service, technician or route attributes.
  • Tech Reporting
    • Coordinate and manage reporting of all in-field activities in an intuitive and actionable fashion.
  • TechNet
    • The right technicians will arrive on time, with the right tools, so they will:
    • Manage work orders and verify completion in real-time
    • Verify service changes, equipment reconfigurations and upgrades
    • Collect payments and complete cash transactions
    • The field technology puts customers first.
    • Convenient two-way communication between dispatchers and your field force.
    • Directly links your in-field and back-end operations in real time.
    • Keeps costs down as you fulfill your customers’ orders and service requests.
    • TechNet supports the full variety of mobile devices:
    • Web-enabled cell phone
    • Microsoft Windows Mobile device
    • RIM Blackberry
    • Laptop or tablet PC
  • Supervisor Support
    • Deliver critical tools and information to supervisors to better manage staff, activities and exception handling.