O2 (Telefónica UK) and MDS Global, a leading BSS-as-a-Service provider, have developed and implemented a new Partner Insight Portal – providing O2’s Direct Partners with focused customer and business intelligence.
The data-rich portal aims to improve customer service, as well as facilitating bespoke billing and information for sales acquisition. The O2 Direct Partner Network is made up of a small number of providers from across the UK, chosen by O2 to work with business customers of all sizes on the company’s behalf – and to help deliver brilliant digital experiences to business end users.
Until recently, Direct Partners could only view billing information by putting a request in to O2’s call centre. The new web-based MDS Global system makes integrated analytics instantly accessible, through a secure, convenient and easy-to-use web portal. It can be used by business partner call centre operatives and their sales teams to check the status of service, requests, complaints, sales, and billing.
The more accurate real-time data (which answers questions such as how services are being used, identifies areas of profit and loss, and profiles customers for better sales targeting) is expected to improve call handling, and customer satisfaction scores.
Jason Phillips, Head of Partner Sales, O2
Our new Insight Portal, supplied by MDS Global, is designed to have a positive impact on customer retention. It provides both us and our partners with more comprehensive customer and business information –so we can offer the highest levels of service, every time.
Gary Bunney, CEO, MDS Global
We expect it to decrease churn through improved customer visibility, whilst the inbuilt analytics capability is designed to help direct partners to manage profitability.
