US Cellular
US Cellular Streamlines Multi-Channel Customer Acquisition with Logicalis' ProAct Product- Services provided through multiple channels
- Customer satisfaction improved through easy access to account information and services
- Online system tied to backend billing system
- New market and region pricing allowed via a flexible data model
United States Cellular operates networks from sea to shining sea. Doing business as U.S. Cellular, the company provides wireless phone service to nearly 5 million customers in more than two dozen states in the US. U.S. Cellular's networks use both analog and digital technologies such as TDMA (time division multiple access) and CDMA (code division multiple access). Products and services are marketed through company stores, the Internet, and national chain stores such as Best Buy. The company's services include mobile messaging, prepaid options, international long-distance, roadside assistance, and directory assistance.
The Challenge
U.S. Cellular wanted to replace the slow, cumbersome, and error-prone PowerBuilder interface provided by Amdocs with a quick, simple, fool-proof web application that can be launched from any internet-enabled PC using a standard web browser.
The Solution
As the prime consulting firm for this project, Logicalis provided the technical, architectural team and development teams to develop and integrate the various services that make up US Cellular's new initiative. Logicalis implemented their ProAct service provisioning software. The software allowed US Cellular to eliminate their activation call center by web-enabling the provisioning process including credit and address verifications, complex business rules, and integration with the Amdocs billing system. Users are guided through a series of "wizard steps" and prompted to create new accounts and subscriber lines and add new subscriber lines for existing customers. Customer resource management functionality and risk assessment (credit check) capabilities are also provided. A typical new account creation and subscriber line activation takes from two to five minutes and can be accomplished after very minimal training.
The solution was a unique combination of products and services that deliver the following benefits:
- Reduced Subscriber activation processing time by 50 - 60% compared both to non-web-based activation and other web-based activation products.
- Customer-processing speed unmatched by their competition.
- Reduced call center activity by 50% by eliminating phoned-in activations and credit scoring.
- Support calls for the solution itself are minimal as the solution was designed for 24x7x365 environments.
- Increased order accuracy and reporting precision by integrating all of the steps in the credit scoring, activation and provisioning into a centralized, web-based environment.
