Customer Self Service on the Web
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CSS Background
Further to the experiences from the ETIS Annual Conferences 2004 & 2005, and a significant interest from ETIS members, it was decided to create a dedicated working group focusing on Customer Self Service at the last ETIS Gathering Event in November 2005.
Indeed, the trend over recent years has shown how important Web sales and the use of Online channels are, and will be in the future for telco operators, and how necessary it is to provide Self-Service solutions to the customer so that they can easily order Voice, Internet and Broadband services online.
A quote from the Chairman’s welcome address at ETIS Annual Conference 2005: “We need also to provide the customer with a Self-Service solution which is easy to use. Look at the Airplane companies. A few years ago, everyone used a travel agency to book a ticket. Today, almost everyone uses the internet to book their airline tickets. The same changes are going to happen with telecommunications services. Today only a few telco’s offer Self-Service for ordering voice, internet or broadband.”
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Objectives of
the Working Group
Exchange knowledge about Customer Self Service strategies and solutions in order to enable ETIS members to succeed with their CSS business objectives.
The working group has a clear business focus and the current scope is " the online channel (web) in the consumer market". However, the corporate market will also be a topic developped in this working group if there is enough interest from ETIS community.
Deliverables &
Downloads
- Overview of status of CSS maturity in the Telco industry - The ETIS CSS survey
- Best practices for carrying out the CSS project (from Strategy to implementation)
- Best practices for measuring and ensuring continued business success
- How to organise, governance
- Overview of software vendors in the CSS space
- Conceptual design for CSS solutions from a user perspective
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Members Corner
Documents
Contact details
Discussion Forum