Consona partners with Bharti Airtel to deliver improved customer services and solutions

INDIANAPOLIS, USA: Consona Corp., a leader in providing customer relationship management (CRM) and enterprise resource planning (ERP) software and services, announced that Bharti Airtel, one of Asia’s leading integrated telecom services providers, is to partner with Consona to launch a new version of its popular desktop portal, NetXpert, to all Bharti Airtel broadband subscribers.

NetXpert has the ability to detect, diagnose and correct connection problems, thereby reducing customer service calls and increasing ‘up time’. This value added service was first deployed to all Airtel broadband customers in 2005 and this latest version now applies knowledge of the user’s system and status to offer personalized reminders and targeted products and services where and when appropriate.

“For example,” said Vikas Singh, Chief Marketing Office, Telemedia Service, Bharti Airtel, “if the customer’s system does not currently have anti-virus, or the subscription is about to expire, NetXpert3.0 can display a reminder or special offer to buy the product with a few mouse clicks and download it immediately.

“Similarly, frequent large downloads can trigger a suggestion to upgrade to a faster service,” he said. “Other promotions could include the offer of a maintenance contract at warranty expiration or specialist new products for PC gamers.

“The customers appreciate these personalized suggestions,” he added, “and do not view them as intrusive because they add to the perceived level of customer service.”

The delivery of this type of Value Added Service is becoming an increasing area of focus for digital service providers around the world. According to a report by Parks Associates, the total service provider VAS market will grow to almost $1.3 billion by 2012, and VAS revenue per broadband household will double from $0.60 in 2007 to $1.30 in 2012.

“We are extremely happy to be partnering with Consona CRM in this endeavor,” explained Singh. “We will set new standards of service care delivery, helping further boost the uptake of broadband services across India. As industry leaders, we are constantly looking for initiatives to offer best in class services that enhance the customer experience.

“With the introduction of the enhanced NetXpert platform, our customers will be able to take advantage of personalized and targeted Value Added products and services which lift our customer convenience to new and improved levels,” he said.

“Forward-thinking service providers like Bharti Airtel understand that superior customer care from the start can lead to more loyal customers and increased adoption of new and additional services,” said Tom Millay, general manager of Consona’s CRM products.

“Modern successful customer service is about more than answering questions and addressing issues. It is about capturing and using information to help your customers get started, to use your services more efficiently and to enhance what they are doing. Our work with Bharti Airtel does just that.”