ZSmart CRM Solution

Highlights

Because of tough competition in worldwide market the effective customer management and customer relationship management (CRM) have become an attraction for telecom operators. ZSmart CRM solution covers the whole CRM process ranging from product development, market promotion, sales, order management and customer services.

The System offers:

• Customer service handling interface, which provides access to service information acquisition, order, complaints, faults handling and customer information maintenance. 
• E-bill and payment information via vivid presentation
• Customer consumption information collection and analysis, based on which certain sales and marketing campaigns are designed to promote up-sales, cross-sales or service bundles;
• ZSmart CRM allows IT department, customer care executives and marketing departments to quickly and easily query service orders, bills and service handling status through customer care portal and also support service consultant, service/product order and service problem complaints.
• Proactive customer information collection and service provisioning.

Benefits

• Integrated Service Handling
  ZSmart CRM has capability of integrated service entry, and end-to-end full service handling under online provisioning system support. The services supported cover voice, data, cards, NE services, Internet, content, 3G and NGN services. Integrated service handling enables telecom operators to adapt the rapid changing due to new developments in telecommunication technologies and services, and realize services convergence quickly.
• Flexible Product Bundles
  ZSmart CRM provides wide range flexible product bundles, which are capable to launch new products and services along with prompt response to market changes. Complete product management enables marketing sellers to understand of products for marketing that can formulate new pricing schemes, preferential terms and products bundling strategies. Specially, the bundling of cross-product-line products helps in sharpening the whole market competitiveness. 
• Comprehensive Marketing and Sales Support
  After setting up and perfecting the marketing system and marketing process, telecom operators can turn to ZSmart CRM for IT support on the operation level (A-CRM support is available at the corresponding analysis level). Corporate with other components, ZSmart CRM supports product packages definition, end-to-end marketing promotion and marketing process. Through multiple communication channels like customer service manager, call center, commercial office, internet, fax, mail and dealer, Customers have easy and convenient access to service subscription and enjoy high quality services. ZSmart solutions make marketing and sales more standardized and efficient so as to rapidly respond to market changes and improve skills in the future market competition.
• Unified Customer View
  ZSmart CRM can make unified management of all the customers’ profiles (individuals, business customers and group customers, etc.) and form a unified customer view for operators. It enables telecom operators to have strong capability of mining and deeply analyzing customer consumption information for improving service level and market promotion.
• Complete Customer Life Cycle Management
  It manages the whole life cycle involving customer acquisition, customer promotion, customer growth, customer decline and customer churn, and make out varied marketing plan such as customer acquisition plan, customer segment plan, promotion statistic, customer loyalty improvement statistic customer retainment statistic, etc.
• Entire New Technologies Bring Higher Efficiency Lower Operation Cost
  Based on Web interface, ZSmart CRM integrates with other external functions and alleviates the work load of training, deployment, upgrading and maintenance.
  The optimized operation interface boosts customer service representatives’ service efficiency.
  Multiple languages and currencies support satisfy carriers’ customized requirements.

Functionality

Typical Operation Process