According to Gartner, an effective customer relationship plan is critical to a business's success in an increasingly competitive market. In a further step towards putting the customer first, Storm has recently launched its Customer Zone, a dedicated part of Storm's Web site that will provide regular itemised billing updates as well as detailed account information. This presents a key step in Storm's strategy to offer differentiated value-added services to its 3 500 customers.
"Storm's Customer Zone is a powerful tool that enables ongoing interaction between Storm and its customers by providing cost control information that is critical to improving their business's efficiency," says Tim Wyatt-Gunning, Managing Director of Storm. "A key differentiator of the Customer Zone is that it allows clients to monitor calling habits by accessing itemised call details online at any time. This service empowers storm's customers to manage call costs while keeping track of their business's calling patterns."
All businesses that benefit from Storm's product offerings have access to the Customer Zone via Storm's Web site (www.storm.co.za) through a simple registration process that offers each business a unique password. In addition, the Customer Zone gives clients the choice to change their account profile details online as well as log and track support requests with Storm's help desk.
The Customer Zone keeps Storm account managers in constant contact with clients, allowing them to track customer usage patterns on an ongoing basis. It allows customers to view the amount of voice calls or bandwidth used (eg data customers) over a given period - enabling them to monitor and track calling habits. Added to the support option on the Customer Zone is a self-help facility, which guides customers through a series of trouble shooting options. For further support, clients are encouraged to direct all queries to the dedicated customer service team via the Web site.
As part of Storm's business strategy to provide customers with faster and easier access to their account information, Storm has also introduced e-Billing. This service allows customers to receive their statements and invoices via securely encrypted e-mail thereby avoiding postage delays and facilitating easy account storage. It also frees up the customer service team with additional time to address client queries.
Concludes Wyatt-Gunning: "It is part of our business philosophy to be transparent and open with our customers. The Customer Zone assists our clients to effectively manage the essentials necessary in their business operations, saving them time and money. Through this service, we have put the power back into the customer's hands."
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Storm was incorporated as a South African limited company in December 1998. The business launched in Cape Town in June 1999. The company sees itself as challenging the major players in the telecoms market by providing products and services that help companies to communicate efficiently and cost-effectively.
Storm currently provides over 3 500 businesses with a range of high quality, cost-effective alternatives to existing providers of voice and data communications including storm international, storm cellular, storm access, storm fax and storm sms. Storm international lowers the cost of a business's international calls through its latest callback technology. Storm cellular and storm fax reduces the cost of calls to cellular phones and the sending of faxes. With the acquisition of ITI's ISP business in 2000, Storm offers Internet connectivity which includes domain name registration, Web site design and server hosting services. Furthermore, the company is positioning itself to offer converged voice and data services on one network, once deregulation of the local telecommunications market takes place.
Storm will continue to differentiate itself in the industry by providing services which will include VOIP (once legalised) as well as value-added services such as its newly launched Customer Zone offering.
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