Modern successful customer service is about more than answering questions and addressing issues. It is about capturing and using information to help your customers get started, use your services more efficiently and enhance what they are doing.
Indianapolis, IN (Vocus) May 5, 2010
Consona Corporation, a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services, today announced that Bharti Airtel, one of Asia’s leading integrated telecom services providers, is to partner with Consona to launch a new version of the popular desktop portal, NetXpert, to all Bharti Airtel broadband subscribers.
NetXpert has the ability to detect, diagnose and correct connection problems, reducing customer service calls and increasing ‘up time.’ This value added service was first deployed to all Airtel broadband customers in 2005, and this latest version applies knowledge of the user’s system and status to offer personalized reminders and targeted products and services where and when appropriate.
“For example, if the customer’s system does not currently have anti-virus, or the subscription is about to expire, NetXpert3.0 can display a reminder or special offer to buy the product with a few mouse clicks and download it immediately,” said Vikas Singh, Chief Marketing Officer, Telemedia Service, Bharti Airtel.
“Similarly, frequent large downloads can trigger a suggestion to upgrade to a faster service,” said Singh. “Other promotions could include the offer of a maintenance contract at a subscriber’s warranty expiration or showcase new products for PC gamers. The customers appreciate these personalized suggestions and do not view them as intrusive because they add to the perceived level of customer service.”
The delivery of this type of value added service is becoming an increasing area of focus for digital service providers around the world. According to a report by Parks Associates, the total service provider VAS market will grow to almost $1.3 billion by 2012, and VAS revenue per broadband household will double from $0.60 in 2007 to $1.30 in 2012.
“We are extremely happy to be partnering with Consona CRM in this endeavor,” said Singh. “We will set new standards of service care delivery, helping further boost the uptake of broadband services across India. As industry leaders, we are constantly looking for initiatives to offer best-in-class services that enhance the customer experience. With the introduction of the enhanced NetXpert platform, our customers will be able to take advantage of personalized and targeted value added products and services which lift our customer convenience to new and improved levels.”
“Forward-thinking service providers like Bharti Airtel understand that superior customer care from the start can lead to more loyal customers and increased adoption of new and additional services,” said Tom Millay, general manager of Consona’s CRM products. “Modern successful customer service is about more than answering questions and addressing issues. It is about capturing and using information to help your customers get started, use your services more efficiently and enhance what they are doing. Our work with Bharti Airtel does just that.”
About Bharti Airtel Limited:
Bharti Airtel Limited, a group company of Bharti Enterprises, is among Asia’s leading integrated telecom services providers with operations in India, Sri Lanka and Bangladesh. The company has an aggregate of around 137 million customers across its operations. Bharti Airtel has been ranked among the six best performing technology companies in the world by BusinessWeek.
Bharti Airtel is structured as four strategic business units - Mobile, Telemedia, Enterprise and Digital TV. The mobile business offers services in India, Sri Lanka and Bangladesh. The Telemedia business provides broadband, IPTV and telephone services in 94 Indian cities. The Enterprise business provides end-to-end telecom solutions to corporate customers and national and international long distance services to carriers. The Digital TV business provides DTH services across India. All these services are provided under the Airtel brand. Airtel’s national high-speed optic fiber network currently spans over 118,337 Rkms across India. Airtel's international network infrastructure includes ownership of the i2i submarine cable system and consortium ownership in five global undersea cable systems, SEA-ME-WE 4, EIG, I-ME-WE, AAG and UNITY. For more information, visit http://www.airtel.in.
About Consona Corporation:
Consona Corporation (Consona) is a worldwide leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services for companies of all sizes. Consona is dedicated to becoming a valued business partner by helping each and every customer continuously improve business processes over time. Toward this mission, Consona invests in the people, processes, technology and tools needed to provide its customers with a unique combination of customer care; product fit; a broad range of consulting, IT and business services; and industry expertise. Consona serves more than 4,500 customers worldwide and across a variety of industries. Battery Ventures VI LP and Thoma Bravo LLC jointly own Consona. For further information, visit http://www.consona.com, e-mail infoATconsona.com, or call (888) 8 CONSONA.
Direct: +1 (317) 249-1620
Mobile: +1 (317) 829-4210
pr (at) consona (dot) com
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