COOP Mobil Customer SupportThe mobile operator COOP Mobil provides standard telecommunications services, including daily customer support. A frequent subject of customer requests is usually ordering a new service, billing inquiries, mobile data usage, tariff changes, etc.
COOP Mobil wanted to provide customers with a new user experience. At the same time, it needed to process recurring requests at the customer service centre more efficiently, such as enquiries about mobile data usage and possible data package purchases, enquiries about invoicing for mobile services and more. He would also like to expand cross-selling opportunities across offered services.
Thanks to the COMVERGA RBM solution, COOP Mobil gains cost savings on customer centre operations, faster and more efficient processing of customer requests and additional revenue from increased service cross-selling.
- Efficient handling of customer requests
- Cost savings on customer support
- Higher customer satisfaction
- New interactive self-service via RCS
- Effective cross-selling tool
- Setup, operation and evaluation of individual campaigns
- Customer and technical support
- Complete Business Process Outsourcing (BPO)