NGCustomer. Customer Care
Customer Care is the service, provided to potential customers prior to deciding to order and the management of all queries, upgrades, deletions, etc. necessary to maintain a high quality of service. Customer Care is a module controlling whole spectrum of functions relevant to a Customer from Lead stage till Account Termination, including account registration, deactivation etc.
Three basic requirements of the Customer Care or Customer Relation Management system are the following:
- Store all necessary information about the customer
- Keep a track of the changes made to the customer information
- To have a quick access to the needed data by an operator.
One of the main and popular features of the modern Customer Care is N-tier customer structure, when it is supported the unlimited depth of customer's organisation hierarchy. Our system goal is to allow unlimited depth of tiers within an account structure, and to provide for flexible billing of different services at different points within that structure.
NGS supports unlimited number of independent N-tier structures.
Divorcing the Customer structure from Billing, Discount, Payment and other structures
One of the most difficult aspects of providing n-tier architecture is how to provide for all of the possible corporate structures and where to place information within that structure. Our proposal is based on the observation that such structure is generally only required at the invoice presentation level for formatting reasons, but has no real impact on billing. At the end of the day, a set of contracts is the sole financial responsibility of a single contact, irrelevant of the corporate structure. We should not care if they wish to call corporate structures cost centers, divisions, groups, or departments. We simply want to be able to enter this information simply, and to assign contracts to the person responsible for payment. It is therefore proposed that any functionality relating to displaying corporate structure be maintained separate from the billing implications as it only serves to force the addition of unnecessary complexity to the billing process.
Although functionally similar to the request for the ability to apply discounts at any level, and the top of that level can be higher or lower than top of billing structure.
All charges assumed to be made at the contract level, and this structure determines how to allocate the invoicing of those completed charges.
Automatic logging facility
The system automatically allows to keep all changes made to a customer's attributes. The number of the information to track is a subject to tune.
The system is object-oriented, the design was based on an assumption that all objects must keep the history of changes, can be date sensitive, data should be localised and there are a lot of other useful types of behaviour, which is inherited by all entities from the same parents.
Quick access to the data
Having substantial experience in creating and implementing the CRM systems, our team designed the technique, which makes a freedom to operator to design own workspace, together with set of trees, tabs, graphs and other modern visual components, it was designed a unique GUI system, where each inch of the screen is meaningful, dialogs are easy to work with, and the operator does not need to make any extra clicks.
Churn management
Another important feature is Churn management. Using Data Mining technology the system allows an indication of the customers, who are likely to leave.
