CLM APPLICATIONS
The Agillic CLM Applications offer Service Providers a choice of additional applications which are optional dependent on the Providers own business structure and preference. Each provide a deeper and enhanced customer experience which are fully integrated within the CLM Enterprise Edition.
CLM Advisor
The CLM Advisor is designed to ensure the company's sales and service agents have access to the real time dialogues, offers and incentives that the customer is currently engaged in. One of the worst frustrations to a customer is the lack of understanding of their own relationship with their Service Provider. This is heightened, when a customer calls in, prompted by an outbound communication, which the Customer Service Representative has no knowledge of and no understanding of the overall relationship.
The CLM Advisor addresses this disconnect by providing real time access to all the CLM communications. In addition, each customer's interaction history is available to view giving the CSR agent a complete understanding of the customer's interests, needs and knowledge of the products and services being used. Armed with the right information pertaining to the specific offers introduced and how the customer responded allows the CSR to confidently reinforce any offers based on factual information and increases the probability of up and cross sales.
CLM Shop
Every customer is able to benefit from their own CLM shop. This area is used to showcase individual offers, prizes, product trials and loyalty points.
Agillic CLM-shop includes all the fundamental features that builds a solid e-commerce solution. It is designed to hold any kind of offer in relation to the telecom industry, ranging from simple product offers to complex offer bundles containing a mix of services and products.
The real benefit of the CLM Shop is that it can manage individualised offers which can be controlled and tailored to meet customer profiles and usage patterns. By linking the in and outbound marketing mechanisms of the Agillic platform with the product catalogue and order management capabilities, Agillic CLM successfully closes the gap from sending a suggested marketing offer to the actual product purchase and fulfilment.
The offer bundling feature enables operators to offer products and services (virtual and/or physical) across various product catalogues. This provides the operator with the agility to make product bundles available that support cross-sell of mobile, fixed line, DSL and other services in one consistent dialogue with the customer.
CLM Selfservice
CLM Self Service provides a rich on-line experience where customers can manage their own services and subscriptions.
The CLM Self Service provides a fully personalised and automated environment giving customers complete control to reconfigure offers, subscribe to value added services, upgrade, downgrade, or unsubscribe from services. Whether these are supplied by the operator or via integrated value added services or 3rd party services. The service is available through multiple touch-points (web, mobile, IVR etc.) and supports a single view of all services provisioned and available through multiple product stacks and partner delivery channels.
Personal Service Management can be tightly linked to cross-sell and up-sell automation by reinforcing any offers within the selfcare application.
