Major Customer Collaboration

As the Telecommunications product and service portfolio becomes increasingly complex, so does the customer/supplier relationship. Factor in the greater complexity brought about by multiple roles between two companies (customer/supplier, partner or even competitor) and it becomes apparent that well-documented business relationships are necessary.

Meet your Business Needs

  • More effective customer interactions
  • Unified customer management processes for all major accounts

Key Performance Indicators

  • Increased system access and content deposition rates by customers and staff
  • Improved tracking and reporting functions for senior management

Within these relationships, the need to share information is critical. Enterprise Content Management (ECM) technology can provide a common Web-based workspace reflecting the specific needs of Telecommunications firms. A common Web-based workspace provides areas of shared information, such as contracts, projects, solution designs, presentations, correspondence and emails, with links to structured information held in other systems such as network performance, billing and network inventory reports. The workspace also includes discussion threads, which reduce the normal flow of emails and bring much more control, tracking capabilities and access to key dialogs. The workspace can also include some non-shared areas where the telecommunications provider can post confidential account-related information.

OpenText solutions for Major Customer Collaboration deliver this functionality with following:

Supplemented by Business Content (e.g., predefined workflows) to give you a head-start in configuring workstreams and processes, Consulting Services, Training and Support tailored to meet your requirements.