Telecommunications industry solutions from e-ASL

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Content Management in the Telecommunication Industry

The Business Issue

Telecom companies process millions of transactions every day with similar numbers of customer Telephone Statements being printed and dispatched. Customer queries relating to account information can occupy a considerable amount of staff time because they don't have ready access to copies of customer statements. Staff may need to locate copies of a statement from microfiche or have them regenerated at the next computer run. All this takes time and extends customer response times.

In the increasingly globalised competitive Telecommunication environment, organisations need to reduce overheads and improve customer service to retain and expand their customer base. New archive and retrieval technology can help drive this capability giving significant company and customer benefits together with providing significant cost savings at the same time.In the increasingly globalised competitive finance environment, organisations need to reduce overheads and improve customer service to retain and expand their customer base.

"Content Management' solutions give Telecommunication customers the tools and power necessary to electronically store, retrieve, distribute, print and fax any type of document - exactly as it was originally presented to the customer - within seconds. Right from your workstation.

Telecommunication Applications

Content Management technology can offer competitive edge solutions to Telecommunication customers, some of the key application areas e-ASL can assist Telecom customers include:

Telephone Bills re-print, (bill image re-print), providing online tools to immediately re-print, fax, or email a Telephone statement to a consumer or customer,
Microfiche / file replacement, saving significant business cost and provding the fastest and highest quality access to statement copies,
Call Centre back office integration to the statements to view a exact copy of the telephone statement to answer consumer questions.

What is Content Management?

Content Management archive and retrieval solutions enable Telecom statements, report print files, images, and a variety of other document file types to be indexed, compressed and stored on disk, tape or optical jukebox for instant retrieval in its original form at any workstation on the network.For example, a monthly customer Telephone Statement invoice processing run is completed and the printed bills dispatched to clients. The resultant print file can then be processed by Content Management to...

Index each Telecom Bill statement by customer name, Phone number, address, balance, etc.
Store the compressed print file on disk or optical jukebox for immediate retrieval by staff to their desktop workstation.
Retrieve Telecom Statements on line via Call Centre customer service applications, GUI terminals, the billing line of business applications, or via the internet.
Staff are able to retrieve replica bill/invoice copies within seconds for viewing, ad-hoc printing or faxing directly to the customer.

As an e-business solution for Telecommunication companies, Content Management can facilitate document access via the Internet together with built in security features and extensive document access reporting. Content Management can be integrated with application workflow and document imaging applications where appropriate.Staff are able to retrieve replica statement copies within seconds for viewing, ad-hoc printing or faxing directly to the customer.Content Management is available on the MVS, AIX, Sun, HP, AS/400, and NT computer systems and supports both standard 5250 or 3270/green screen terminals and PC workstations for document retrieval and viewing. Content Management supports the viewing of AFP files, images, PC files, and many other document types as well as integrate with line of business applications. Document access via the internet is also available together with built in security features and extensive document access reporting. Content Management can be integrated with application workflow and document imaging applications where appropriate.

The Benefits

Some of the many business benefits customers can enjoy from Content Management solutions include:

Improved customer service through immediate retrieval of relevant documents to resolve customer queries during the first telephone call.
Improved staff productivity with customer information being available within seconds to address any query more efficiently - reduced need to search for files or call back customers.
Higher staff morale with easy access to information, improved service in responding to customer queries, greater control over their own workload.
Direct cost savings from microfiche (not needed anymore), disk storage (significant saving for compressed files), reduced staff numbers (for same workload), reduced office space requirement (rent & office cost savings).

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