Customer portals are like email signatures - ‘property’ owned by you that is very rarely taken full advantage of. Rather than an afterthought (i.e. more than a simple, but non-functional place where customers come to be frustrated); your customer portal and its functionality should be automated.
When it comes to billing, even the smallest mistake can have the most severe impact on your bottom line.
ISP Finance departments capture, process and organise volumes of personal, transactional and credit information. Typically, these reside in separate (disconnected) software applications. Add the constant high tempo of transaction and data processing required, and it’s clear how small, yet significant errors easily creep into the billing process.
Automated billing reports provide transparency, identify profitability centres, eliminate unexpected errors and enable detailed billing analysis. Combined, this delivers key information the finance team needs to shore up revenue leakage and add considerable business value.
As a CIO or COO you’re constantly seeking out simplified systems that give you a competitive edge. Simplification means fewer errors, less expense, better (and quicker) service delivery, stronger controls and more time for you to add value to the business. For ISPs, service provisioning is a core, 24/7 function that occurs at speeds that demand the utmost accuracy and efficiency. In working towards simplification - automated provisioning is key.
In this blog, we’ll identify five signs that your business is relying on the wrong solutions to your service provisioning challenges, and how automated provisioning systems can remove some of those operational headaches.
As networks and application delivery models evolve, security remains top of the mind for IT managers. ISPs hold volumes of sensitive customer information that include personal, financial and other data that, if compromised, could have serious consequences. Also, sub-standard access control mechanisms to the data that resides in your company’s computer systems can lead to unfavourable audit risk reports, lack of confidence in IT and spurn a culture of negligent behaviour. This blog, the first in the series, will take a look at five best practices around access control that will help build a culture of security, integrity and accountability across your organisation.
Topics: Access Control
“The customer is always right”. “The customer is king”. “Make the customer feel at home”. “Smile and nod”. “Think happy thoughts”. You’ve heard all of this advice before but are you really heeding it?
With consumers enjoying a much wider range of choice and no longer forced into lengthy contracts, customer service has become the battleground that determines growth or stagnation for ISPs. Thanks to the internet, consumers are more empowered than ever before, with instant access to a wider selection of product offerings, social media reviews and access to a wealth of background information on companies and their service levels. Customers are quick to judge your level of service and will be more inclined to post a negative review on a public forum if your service is not up to scratch than they would be posting a positive review if you’re doing a good job. This negative public criticism could be crippling to your business, especially in the competitive ISP market.
In this blog we’ll take a look at some simple yet effective customer service advice that will help you outsmart your peers and elevate your customers’ experience.
One thing that most ISPs have in common is some sort of billing system to handle their subscription-based and ad-hoc billing. For some ISPs this billing system may be a simple spreadsheet. For others, more sophisticated billing software is preferred.
Taking the plunge to move towards automated ISP billing software may seem like taking a huge leap of faith, but when you break it down and look at all the advantages, you'll find that it's possible to make the move without any fear at all.
The technology arena is very much a dynamic one, with new developments hitting the scene almost daily. Companies are constantly challenged to bring best-of-breed products and solutions to challenging marketplaces. For IT managers and CIOs, the pressure is also on to balance the tightrope of moving the business forward in an ever-changing technological landscape. As a leader in its field, SOLIDitech is always keeping its fingers on the pulse around business automation, so we thought we would point you in the direction of a few of our favourite resources that cover business automation and how it is rethinking the internal everyday workings of organisations.
Topics: Business Automation
When done right, business process automation can help organisations achieve much higher levels of productivity by removing countless redundant processes and workflows that no longer serve the company.
In businesses such as ISPs, where the employee-to-customer ratio is significantly higher in favor of the latter, automation plays a key role in performance. Interfacing with the modern customer, therefore, requires creating touch points on an array of platforms such as social, mobile, web, email, telephonic and other means.
Customer self-service tools and process automation combine like a match made in heaven to bring support representatives the key tools needed to interface with your market with elevated efficiency. Let’s take a look at the interrelation between these two elements to understand how they co-exist to bring customers added value and simultaneously improve the internal workings of the business.
Topics: Customer Service
The "last mile" is a term used in the telecommunications industry to describe the technology used to provide the last mile of connectivity between the service provider and the customer.
Similarly, the "last mile of finance" is an analogous phrase, made popular by Gartner, to describe the business processes followed by the finance department in a business, to produce financial reports when closing-off a financial period (usually monthly, quarterly or at financial year-end).
Much like the complicated last mile of telephony, the last mile of finance is also paved with many complex financial processes for routine accounting functions. In today’s fast-moving and competitive marketplace, it makes no sense to waste time and resources on these recurring tasks that could easily be automated. So let’s take a look at five signs that suggest that your financial processes are too complex and should be simplified.
Topics: Bad Debt