Customer service in any industry is paramount yet this applies especially to the telecommunications sector to ensure customer loyalty and satisfaction. This is why Cable & Wireless Optus` Mobile Division (CWO) has selected Staffware`s business process automation software for its order management and provisioning processes.
The solution will assist in providing the speed, visibility, predictability and consistency that Optus customer service operators will require to maintain efficiency with customer enquiries and requests in an increasingly competitive environment.
"Staffware is an enabling solution in Optus Mobile`s new customer care and order management processes," explains Keir Preedy, Director Mobile Networks, Systems & Programs, Cable & Wireless Optus. "Staffware aids consistent interaction across multiple channels and integrates the front and back office to provide business efficiencies, superior customer service and greater ROI."
Telecommunications business processes are inherently very complex and involve high volume transactions. From initiation through to completion, processes must be consistent and capable of being monitored and audited. Yet in this highly competitive and rapidly changing market, processes are in a constant state of flux.
"Staffware`s order management and provisioning solution, with its user-friendly interface and ability to manage high volume transactions, made it the choice for CWO. We are pleased to be working with Staffware and look forward to developing a long-term relationship with the company.
"The new systems provide us with the ability to monitor the business processes such as network activation, number allocation, directory services and customer database updates," says Preedy.
Staffware has extensive experience in implementing business process automation systems for telecommunications clients, having had great success recently with service operators such as British Telecom, KPN Telecom in the Netherlands, Telefonica in Spain, Ericsson in the UK and Scandinavia, and RSL Com and VIAG Interkom in Germany.
Says Mark Ehmke, Staffware SA managing director: "Telecommunications is a key vertical market for Staffware, both worldwide and in SA. Staffware is delighted to be assisting Optus in achieving the best results for its customers."
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