ZipCare™: Web-based self - care system

Namibia’s leading operator upgrade their billing system and enhance customer service with Lifetree’s @Billity

Client Context:
Our client offered GSM & GPRS services to 88 per cent of the population across Namibia. The large subscriber base meant that the client faced practical problems in servicing customers.

The client wanted to offer world-class customer service without a commensurate increase in customer servicing costs. The company also realised that it could no longer rely on its legacy systems to do this.

Lifetree's solution:
In addition to its flagship product @Billity™, which addressed all the major back office functions of the operator, Lifetree suggested ZipCare™, a web based self-care solution to deliver superior customer service.

Anywhere, anytime access to information for subscribers, differential hierarchical access for corporate users and easy integration were the highlights of the solution. As an add-on module, Electronic Bill Presentment and Payment (EBPP) was offered - this resulted in reduced costs and increased efficiencies for the client.

Key Benefits:

• Reduced manpower owing to self-management of accounts by subscribers and reduced dependence on customer care staff
• Increased customer satisfaction as subscribers were empowered with self-care
• Increased efficiency with EBPP