Outsourced Customer Care

 

With products becoming more commoditized and customer needs more specific, companies are now focusing on that one aspect of their business process that, if done right, can guarantee repeat business – delivering superior customer experience. According to Peppers & Rogers, “the customer experience has emerged as the single most important aspect in achieving success for companies across all industries”.

 

At Inovaware we know that delivering superior customer experience requires an understanding of the value of the customer’s entire lifecycle. Understanding the value of a customer relationship over time allows you to not only address his current needs but to anticipate what he might want in the future as well. With our Outsourced Customer Care service, our professional and experienced Customer Service Representatives (CSR’s) will handle everything from a customer’s initial contact, sign up, service provisioning, and data management to up-selling on additional services.

 

With Inovaware’s PRISM™ Customer Self-Service and Management Interfaces, clients gain access to 360-degree views of their customers’ lifecycles allowing our CSRs to answer questions with speed and accuracy, process orders or make account adjustments in real-time. Furthermore, access to accurate and up-to-date customer information allows our CSRs to spend less time on service calls, increasing customer satisfaction and reducing service and support costs.

 

With Inovaware’s PRISM™ Provisioning Engine, our staff can process complex customer orders in real-time and improve customer satisfaction through quicker service activation, processing and updates. Built on an extendable framework, the Provisioning Engine includes support for many popular service platforms and can easily be configured to support new ones.

 

With the help of Inovaware’s PRISM™ Marketing Engine, our team of dedicated professionals can further improve the customer experience by leveraging data collected during customer interactions to give us insight on how to proactively market, acquire, service, and retain customers based on their personal needs and preferences.

 

It is our goal to turn satisfied customers to loyal ones, and the loyal ones to advocates. With Inovaware’s Outsourced Customer Care service we strive to create that complete end-to-end customer experience to achieve the level of customer-centricity necessary to reach that goal and improve revenue.