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6c) Best Billing or Customer Care Solution

Acquiring and retaining customers as well as Customer Relationship Management is a significant requirement for operators as they face increasing competition. With users becoming more 'tariff and feature aware', all operators have to work harder to maintain high customer loyalty levels and reduce churn. A very critical element to doing this is in the way operators interact with their customers and the most common form of this is through regular billing (whatever method is used) and that way customer questions are handled. One example of this would be customer friendly bills.

Additionally operators are looking for systems that are flexible enough to cater to the different combinations of service plans that an operator wishes to roll out to meet the needs of specific customer segments. Increasingly important is the different access methods operators offer their customers such as the Web, SMS/MMS, as well as the more conventional call centre methods. The solution need not necessarily apply to the whole customer base, it may be targeted at specific segments such as business users, pre-pay customers or different age groups for example.

The Best Billing or Customer Care Solution award recognises the innovative programmes developed by operators and the products or services developed by CRM or Billing solution providers that will increase profitability, reduce costs and maintain a high standard of customer loyalty in this increasingly competitive environment.

The judges will shortlist four to six entries in this category, with one winner announced at the world’s leading mobile communications event, the Mobile World Congress in Barcelona on Tuesday 16th February 2010.

Eligibility:

The category is open to users and developers of Billing and CRM solutions. These include:

Judging criteria

Entries can only be submitted for products that are commercially available. The product or service entered must have been launched prior to the closing deadline of the awards Monday 23rd November 2009 (5pm GMT) . The judges will be looking for answers to the question, "How does this product or application enhance the (my) customer relationship experience?" They will be looking particularly at the following:

In addition, the judges will consider some or all of the following where they are relevant to your entry

Entry Forms

In order to ensure a consistent approach for our judges, entries must be submitted using the Best Billing or Customer Care Solution entry form (link to entry form). Entries not using the web based entry form will not be considered. All entries must be submitted by Monday 23rd November 2009 (5pm GMT).

Specific Entry Form Questions for this category:

On the entry form, in addition to submitting contact and company information, you will be asked to answer the following questions (maximum text/character length for your answers also shown in brackets below):


Please note: Use URLs when they are specific/ relevant to the category and will help judges further understand your entry, but due to the number of entries received, judges will not have time to surf company websites looking for further information on the entered product/service or initiative.