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Channel Management: A Recipe for Success - Videotron
Consider Videotron, a Canadian integrated communications service provider with a growing base of more than 1.7 million subscribers in an increasingly competitive environment. Videotron’s services target residential, small office/home office, small and medium businesses, and multi-dwelling unit customers. Videotron worked to consolidate fulfillment and service processes to accelerate roll-out of residential broadband services.
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Manual errors are also a thing of the past. |
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ConceptWave’s solution enables Videotron’s CSRs to up-sell their subscribers on both new and existing services. With the new ability to focus on new customer additions, Videotron’s CSRs can now engage the company’s customers with their most current offers. New offerings are ready to go-to-market and support the CSRs’ new intuitive processes without fear of fallout following introduction. Manual errors are also a thing of the past.
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Prior to engaging with ConceptWave®, Videotron’s customers were burdened with having to understand the many service options and choices available. At the same time, CSRs were struggling to match customers’ specific needs with Videotron’s many service options, packages, and promotions based upon location as well as seasonality. As a result, CSRs were filling orders but not doing enough in the way of proactive selling to meet Videotron’s goals to support its quad-play offerings.
The company turned to the ConceptWave Order Care® suite for a consolidated ordering platform to manage all products and services in a single exchange between subscribers and customer service representatives. To do this, ConceptWave utilized metadata-configurable templates and a business rules editor to model Videotron-specific business requirements and accelerate deployment. The solution combines web-based order entry at the front-end with a sophisticated product catalog and order management engine that enables Videotron to model and fulfill all products and market offers from a single, tightly integrated system. The solution is integrated within Videotron’s current BSS/OSS system architecture to achieve a transparent, end-to-end order handling experience for Videotron personnel and their customers.
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ConceptWave® is now in the process of adding self-serve capabilities, enabling Videotron’s customers to order services directly from the company’s e-Commerce web portal. With ConceptWave Order Care®, Videotron now delivers a more intuitive and informative experience for users and the ability to introduce products to market faster. Its CSRs are now fluent in the new system in three days or less, an important factor given the company’s CSR staff has experienced as much as fifty percent turnover on an annual basis in the past.
Conclusion – Get closer to Serving Your Customer’s Future Demands – Now
No matter what stage you’re at in transforming OSS and BSS systems, ConceptWave Order Care® comprehensive portfolio can support your near-term and long-term business objectives. ConceptWave's user-friendly tools and leading-edge metadata approach simplifies the configuration effort, reducing project costs. Built to interwork and complement legacy systems, ConceptWave’s suite is powered by an interface engine built into a next-generation infrastructure. This architecture is conditioned with the ability to future-proof your investments with a scalable and high-performing platform utilizing commodity hardware and 3rd party software.
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