CareClient is a sophisticated, browser-based decision-support application designed to help utility and telecommunications companies maximise customer satisfaction and retention. By analysing granular, historical usage data, CareClient provides customer service representatives (CSRs) with precise, data-driven recommendations for the most cost-effective plans and add-ons tailored to a customer’s unique behaviour.
Key Features
Granular Usage Analysis: CareClient evaluates detailed customer data—ranging from a single month to multi-month periods—to calculate potential costs across all available billing offers.
Call Type Classification: The system automatically classifies usage into specific categories, such as:
On-network (on-net) calls.
Calls to nominated "circles" or groups.
International calls to specific countries (e.g., France).
SMS/text messages and data usage.
On-Demand Optimization: CSRs can enter new or modified data—such as updated PABX numbers or projected usage—to see updated plan recommendations in real-time.
Interactive "What-If" Scenarios: The tool allows users to test the sensitivity of plan choices by modifying usage parameters, such as increasing international minutes or text volume, to see how recommendations change.
Historical Tracking: CareClient maintains a history of previously retrieved results, allowing CSRs to track a customer's plan evolution over time.
Business Benefits
Empowered Customer Service CSRs no longer have to guess which plan is best. CareClient provides the transparency needed to explain why a specific recommendation is made, such as identifying high text message volume as the reason for suggesting a particular add-on pack which includes text messages.
Enhanced Customer Retention By proactively identifying savings for customers, companies can build trust and reduce churn. CareClient provides clear guidance on migrating customers to more suitable tariffs based on their actual spend and usage patterns.
Versatile Application While tailored for the complex billing structures of the telecommunications industry, CareClient’s engine is adaptable for any utility provider with complex, usage-based billing models.
Technical Overview
CareClient is built as a flexible, browser-based interface that integrates seamlessly with enterprise data environments:
Database Compatibility: Designed to view and process optimization results from major databases like Teradata, Oracle, Azure or SQL Server.
Scalability & Performance: Engineered to handle large volumes of subscriber data across multi-subscriber accounts, ensuring rapid results for CSRs during live customer interactions.
Administrative Control: Includes a dedicated administrative suite for managing users, roles, and the underlying business rules that drive recommendations.
