Martin Dawes Systems enhances eSuite to expand telecom self service support

eSuite 1.1 – Major new release improves usability and personalisation, plus more flexible and detailed analytics and reporting

Martin Dawes Systems, the award-winning vendor of customer management solutions for the communications industry, has today launched the latest version of eSuite, a unified framework for its portfolio of self-service applications. New features extend the power of eSuite for personalising and enhancing service provider support for business and consumer customers. This new release of the eSuite portfolio builds on its successful deployment with service providers worldwide, including AOL Broadband whose two million UK customers use SelfCare to manage their accounts.

Gary Steen, Technology Director, Martin Dawes Systems said: “eSuite is already helping world-class operators empower their customers through online self-service. The response received to date has been phenomenal, with valuable user commentary being fed back into the product to ensure perfect alignment with an operator’s customer centric strategy. Extending the two-way interaction with end users goes to the heart of how operators will achieve their objectives of reducing operational costs and increasing revenue through better customer management.”

Comprising of SelfCare, an online account management tool; Analyser, a corporate bill analysis tool; and Web Chat, a text-based, real-time customer contact channel, eSuite helps service providers to reduce operational expenditure and deliver service excellence to customers.

Its intuitive user interface has been enhanced, allowing users to view bills, add and remove services and make online payments securely with fewer clicks. Users also benefit from the ability to customise their landing page, including a new personal dashboard that provides access to information in real-time. For example, they can select and tailor the dashboard to monitor personal expenditure and available capacity on their price plans.

Additional personalisation has been achieved through eSuite, which now facilitates tailored marketing promotions. For example, eSuite allows a service provider to tag an account with a user profile. This data is fed into an ad server, meaning advertising displayed on a user’s welcome page can be personalized to their service, for example roaming packages for frequent travellers.

Businesses are able to use the new functionality included in eSuite to manage their costs more efficiently. Analyser is now even more flexible on reporting so managers can get detailed information by cost centres, departments and individuals. Reports can be customized, scheduled to run and distributed automatically, whilst the enhanced ‘watchpoint’ function allows business managers to set specific alerts about the expenditure limits of individuals, departments or other cost centres. This enables managers to manage by exception, saving time and providing an early warning system that speeds up the investigation and resolution of the most pressing issues.

eSuite is billing system independent, able to integrate with multiple, third party customer relationship management and billing systems in real time. This ensures all changes and updates made by the service provider or the customer are always synchronized and updated with no delay or inconsistency. The new release takes advantage of this to provide contact centre staff with the same on-screen view as their customer, allowing for more efficient enquiry handling.

Alternatively customers can use eSuite-powered services to get accurate and timely answers to enquiries without having to call a contact centre. This includes Web Chat, which now supports multiple languages, offering a cost-effective and simple solution to providing real-time 24/7 global support.

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