MetraNet’s MetraCare provides full life-cycle customer care from customer acquisition to account management, subscriptions, disputes, adjustments, and customer inquiries. MetraCare offers One-Touch activation whilst Zero-Touch activation and complete self-care is enabled through MetraView.
Unique to MetraNet, is the ability to exactly model the business in which your company operates, allowing the specific needs of your business, your business model, and the industry you operate in to be configured. This approach enables you to manage the customer experience without imposing processes and functions you do not require, or which adversely impact your way of doing business. MetraCare ensures Customer Service Representatives total simplicity in performing their functions, while optimizing the customer experience through tailored screen layouts and workflows to support the exact business process; all configured via a drag-and-drop editor.
Key features of our customer care functionality:
- Managing the entire lifecycle from account creation and service activation to modification, dispute and adjustment processing and all account queries
- Complete security and auditing of all functions, with role-based access for critical functions
- Complete Customer Self-Care, including self-provisioning and activation, account modification and querying within a secure and audited framework
- Web-based design allows seamless embedding of functionality into other applications, including CRM and the corporate web-site
- Drag-and-drop configuration of screen layouts, workflows, and data-capture points
- Easy and intuitive to learn, decreasing training time and enabling CSRs to quickly become an expert in use, thereby increasing operational efficiency
- Our entire technology is built using web-services and XML and fully supports SOA-based architectures for ease of integration and maintenance.
Key benefits of Our Approach are:
- Enable one-touch and zero-touch customer activation through web-based self-care
- Model business processes exactly thereby offering exactly what the business needs
- Maintain current investment in CRM and Web applications by UI integration
- Web-services based technology allowing ease of integration via XML
- Reduce training-time of CSRs and customer inquiry call time via screens and workflows configured to support the exact business process