Customer Self-Service Working Group

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 ETIS Chairman’s welcome address at ETIS Annual Conference 2005: “The Telco operators need to provide the customer with a Self-Service solution which is easy to use. Look at the Airline 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.”

Objectives of the Working Group

Exchange knowledge about Customer Self Service strategies and solutions in order to enable ETIS members to succeed with their Customer Self Service 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 that will be developed in this working group as soon as there is enough interest from ETIS community.

Deliverables

• Overview of status of CSS maturity in the Telco industry
• The ETIS CSS quarterly survey based on a set of common agreed KPIs
• Best practices for carrying out CSS projects (from Strategy to Implementation)
• Best practices for measuring and ensuring continued business success
• How to organize and govern the CSS business
• Conceptual design for CSS solutions from a user perspective

Participants include:

Lattelecom (Chairman), Deutsche Telekom (Vice-chair), Telenor (Vice-chair), BT,
TeliaSonera, KPN, CYTA, TDC, OTE, Slovak Telekom,  Vimpelcom, CA Wily, TNO,
Atos Origin and  Comarch.