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ZSmart Suite
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  • Integrated Order Management System

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  • Products of Service Assurance System

  • Products of Electronic Operation/Maintenance System (eOMS)

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    ZSmart Customer Management

    Highlights

    Accurate customer management is the basis of telecom customer service support. Full understanding of customer demands, behavior, and exceptional churn, specifying customer values to an enterprise, all these can be fulfilled by collecting and analyzing the information obtained from customer. ZSmart Customer Management helps telecom enterprises to establish a complete customer view to obtain customer’s actual demand along with promotion of telecom customer service levels.

    ZSmart Customer Management is customer-centralized system which manages customer profiles in a unified form, provides multiple channels to obtain and segment customer information. It universally manages and demonstrates customer profiles, including customer background, product order, service revenues, consumption behavior, owing fee, exceptional churn, service record and satisfaction, etc. By this means, it provides a favorable basis for ZSmart Marketing & Sales to orient customer level and supports to analyze customer behavior accurately along with ensuring personalized customer contact opportunities and raising the earning ratio of customer channel implementation.

    Benefits

    • Management of Various Type of Customers
      The system provides various management functions for different telecom customers, such as individual, enterprise, and VIP customer.
    • Unified View with Complete Information
      ZSmart Customer Management helps telecom enterprises to establish a complete customer interface. It manages all kinds of customer information, such as customers’ basic information, consumption behavior, owing fee, service information, and respective product orders.
    • Highly Adaptable
      Based on different customer types, ZSmart Customer Management can set personalized items to collect information, including text box, drop-down select box, drop-down multi-select box, and diverse formats of information are supported, such as number, character, graph and date.
    • Support for Customer QoS/SLA
      It supports SLA signing, QoS evaluation and monitoring, SLA violation handling, and SLA expiration handling. The promotion of customer service levels and growth of customer satisfaction are guaranteed.
    • Customer-oriented Management
      It supports multiple levels (the level is unrestricted) of customer relationships and flexible payment methods. With personalized customer bill formats, it presents bills according to customer or account hierarchy.
    • Powerful Customer Evaluation System
      ZSmart Customer Management can evaluate customers’ credit levels and also provides the controlling functions. In the same time it manages black listed and red listed accounts. It manages numerous evaluation indicators and diversified evaluation value settings (score, weight, and calculation value settings), flexible decision conditions, service-type script language, and evaluation algorithms. These all functionalities are based on a decision tree. Therefore, the operations evaluate by system, are extremely convenient and comprehensive.
    • Promotion of Customer Relationship
      The product formulates and implements different solutions for customer retaining, obtaining and salvaging

    Functionality

    With unified collection and analysis of customer information and full support of powerful customer evaluation system, ZSmart Customer Management supports customer SLA as well as evaluates and monitors QoS. It helps telecom operators to implement the marketing philosophy of ‘Customer centric, profit aimed’.


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