A strategy for self-service in a telco environment

Abstract

As the cost of servicing the customer relationship grows, more and more organisations are looking at how technology can slow down and in some cases reduce the costs of managing the customer relationship while at the same time driving up customer service. The result has been the growth in self-service technologies that aim to address both the cost and service quality issues. This paper illustrates how a telco organisation developed a strategy for the deployment of self-service within the organisation. It is based on a real project but has been modified to include lessons from a number of other similar projects.