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Harmarney's TeleCARE solution provides
end to end customer management throughout the whole of the customer lifecycle
including
•
Prospect
management
•
Initial
Customer Order Entry
•
Instantaneous
Activation on the Network
•
Call
Collection and Rating
The logical flow of events is illustrated in the flow diagram below:
Harmarney's
integrated solutions provide the capability to manage this end-to-end customer
lifecycle.
Harmarney TeleCAREs flexible Customer-centric
architecture is designed to provide a single, fully integrated view
of all types of customer, account and service. This comprehensive information
base empowers your CSRs to concentrate on what they do best - providing higher
quality service to your customers, thereby maximising customer loyalty and
revenue.
Equipped with Harmarney TeleCARE, you can offer your customers a range of
communications services in a one-stop-shopping arrangement. All services and
the resultant revenue are managed from a single solution. This enables you
to offer innovative product packaging and flexible cross-product discounting.
Customer Requirements Focus 
Harmarney's track record to date demonstrates a focus on the addressing the
customer requirements and ensuring that our solutions meet the customer need.
We provide support to our customer throughout the entire customer lifecycle
from inception to implementation.
Cost Effectiveness
In terms of cost effectiveness and value, Harmarney differentiates itself
on low costs of deployment. Being a growing company Harmarney is in a position
to offer competitive prices based on it's lower overheads.
Integration
Advantages of integrating Customer Self-Care & Service Provisioning functions
are potentially lower integration costs (success will be more dependent on
quality of business analysis and less on the management of multiple vendor
product integration). Other advantages are faster delivery of new functions,
less system management overheads, common technology based across applications,
and easier supplier management.
In terms of product offering Harmarney offers three key differentiators:
modularity, flexibility
and scalability.
Modularity
The Harmarney TeleCARE suite of products comprises a suite of applications,
utilising a common data server and data architecture. Key advantages of this
strategy is the capability to plug and play applications, and use of subsets
of the applications as required. There is no need to implement all of the
applications in order to make the system function properly. This also gives
the advantage of less complex upgrades when the functionality on a single
application module is updated. The updated module can then be upgraded alone
without a necessity to upgrade all applications and data server.
Flexibility
The TeleCARE architecture is object oriented to give higher flexibility and
reusability of code. This results in faster lead times on new services and
products. TeleCARE also provides relational database independence via Transact
SQL. Therefore, applications can be implemented using Sybase or Oracle.
TeleCARE is implemented using a three tier architecture with a common data
architecture across all application modules. This enables plug and play scenarios.
Scalability
In a currently deployed instance of TeleCARE in Paris there are currently
over 10 million customer accounts in the deployed system database. Clustering,
Replication and Distribution techniques are used selectively in order to optimise
system performance.
Customer-centric architecture
Harmarney TeleCARE is designed to provide a customer-centric view of business
relationships from a single integrated desktop view. A customer could consist
of a single person, or a corporate business customer with multiple office
locations.
Complex customer hierarchy relationships can be modeled and managed to enable
the delivery of complex SME and Large Business services, e.g. NTS, Centrex
etc.
This provides the basis for intelligent and focused Customer
Self-Care and Service
Provisioning for the next Generation of complex e-business communications
services.
From the customer profile, your CSRs can see all of the services used by the
customer and can create, add to, or modify the relationships between customers
and their accounts and services. The Customer Accounts Real-Time Explorer
allows your CSRs to obtain a real-time view of changes to customer status,
services and other and critical information. This applies to all levels of
the Customer Relationship hierarchy. A one-stop-shop for your CSRs and customers.
As the characteristics and services of a customer change, there's no need
to move to another system supporting a different type of customer or service
group.
The customer profile, whether it is a simple, one person account or a multi-level,
multi-site corporate hierarchy, is simply added to the system or modified
to another type of profile.
It is Harmarney TeleCAREs customer-centric architecture allows the representation
of all these types of customer within the system and also the evolution of
those customers from one type to another.
Integrated System Deployment
The Harmarney TeleCARE application suite has been designed from day one to
be a fully integrated solution of Business support system applications, thereby
avoiding unnecessary System Integration overheads at deployment time.
The component modules of the system provide functions that are fully integrated
into an overall implementation.
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