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In April, Software Mind company, which is a part of Wind Mobile Group, has completed two large projects for national telecommunications providers. The contracts have been related to the development of a modern mobile application for user account management, and the second agreement included the modernization of the existing SSO and the development of a new functional application for the Call Center. New solutions are easy to use and derive from the best customer experience.
“Telecommunications is one of the strategic areas of Wind Mobile Group business, which successfully carries out projects for all mobile network operators in Poland. Both projects are the best examples. It is important that once again the new solutions address the needs of a retail customer, thus aligning with the product strategy implemented by the Group”-
says Thomas Kiser – Vice President and Telco Business Unit CEO in Wind Mobile Group.
The new account management application, designed by specialists at Wind Mobile, has been very well received by the users and is very highly rated in forums of the industry and in the social
media. The application enables the customer to automatically log in,, based on the recognized SIM card number, and manage various account settings from within the application, e.g. change the street address, activate optional services, add other numbers. At any time, the user can also check the status of the packages used, display and download an e-invoice, and even make changes to the
existing tariff without the need to visit the store.
The solution includes a knowledge base containing the most frequently asked customer questions and answers. The map of stores is also included with the capability to search for contact details of sales outlets with specified days and hours of business. The application also provides direct communications with Call Center consultants, Sales Department, and Debt Collection Department.
Support for the customer service process
The project carried out for another mobile network operator was intended to replace the existing SSO in such a way as to meet the most demanding standards of security, availability, and erformance. As a result, customers of this network have been presented a new user login page.
They can log in traditionally by enter a login and a password, using a one-time password in a text message or through the increasingly popular logging in using Facebook or Google+. The client has also received a functional tool enabling to edit their data and manage the numbers. In addition, the project integrates a new way of managing the account with external applications.
The implementation of an application for Call Center was the second important part of the project. Operator employees have received an intuitive and powerful tool which they can use to manage user accounts and phone numbers and display the customer history. They can also manage a “black list” of phone numbers. The cooperation in the development, maintenance, and operation of the delivered solution will continue.
Already about 26 million subscribers of both mobile networks can use the services launched by Wind Mobile Group.