Extending customers’ subscriptions
Competition among telecom operators is intense. The compelling reason for many customers when subscribing with service providers is to get the newest cell phones on the market. When subscriptions run out, operators are replaced by their competitors that currently offer the latest, greatest cell phones.
Even a short extension of the average subscription period is a significant competitive advantage, which is why the industry is now focusing on customer life-cycle management (CLM).
To support CLM, Cybercom aided Telia Mobile Denmark in developing a system that integrates Telia’s order and billing system, with its CLM system, and with various operations and communications channels, such as the Web, SMS, e-mail and regular mail.
“Integration enables Telia to define campaigns that target selected groups from the CLM database and then get in contact with these groups via different channels,” says Michael Tuska, technical director at Cybercom Denmark.
Customers can respond to campaign offers, and their responses are automatically entered into the order and billing system. The CLM system updates life-cycle data, such as customer status. That way, customer relations are improved and customer loyalty increases.
The integration solution was developed based upon Java 2 Enterprise Edition (J2EE), using tools such as Eclipse, Ant, xDoclets and Jboss. It runs in a Jboss, and a Oracle 9iAS-based production environment.