Pain Point
The client was constantly pushing live answer service opportunities away as they did not have this capability
Overview:
- The client needed an outsource partner to assist with adding live answer services to their product and services range
- They engaged us because we had the platform that provided full white label capability to vendors wanting to sell live answer services
- We introduced our solutions to the customer which included full API capability with a structured product portfolio with fee structures
Challenge:
- Brand protection is of the highest importance, noting that although the service was to be delivered by TMC, TMC had no relationship with the user of the service
- All communications forming part of our service delivery needed to reflect the branding of our client
- Our client had specific billing requirements to suits existing billing platform and charging processes
- Our services needed to be on high availability to our clients provisioning and activations teams
Solution:
- We assisted the client to develop 3 product categories inclusive of wholesale pricing
- We templated scripts for each product category which were available for activation via API
- Our client was able to integrate our API into their own customer service and provision portal
- Our billing engine allowed full customisation to formatting in line with our client’s requirement
- We included value add activity reporting capability to our clients’ client’s services
The final solution included:
- We implemented our White Label Live Answering Solution for our client
- Our client now delivers full live answer messaging services
- We created reporting suit available to our client via our client web portal