With MyNetonomy Self-Service, Bouygues Telecom's Customers Help Themselves Over One Million Times Each Month
Bouygues Telecom's self-service portal "l'esp@ce client" enables customers to subscribe to new services, view bills, check loyalty points, and manage every aspect of their contracts, both online and through their mobile handsets.
BOSTON & PARIS--(BUSINESS WIRE)--July 26, 2004--Netonomy, the leader in Customer Self-Service (CSS) solutions for the communications industry, today announces that Bouygues Telecom's self-service portal is receiving more than 1 million customer logins per month. The portal, "l'esp@ce client", is powered by MyNetonomy NetService Center, Netonomy's customer self-service solution for residential subscribers of communications service providers. Bouygues Telecom's customers can use NetService Center to manage their own accounts at any time, without the need to visit a store or phone the call center. Bouygues Telecom has benefited from substantially reduced operational costs thanks to a very high adoption rate for customers using self-service. Bouygues Telecom has also noted an improvement in customer satisfaction and encourages the take-up of new services.
Since its launch, over a third of Bouygues Telecom contract customers have registered to use NetService Center and over 1 million customers login every month for a range of self-service interactions, including:
-- Browsing available rate plans and services
-- Changing rate plans
-- Subscribing to new services
-- Viewing bill information and loyalty points statements
-- Checking available free minutes
-- Reporting lost or stolen phones
-- Changing address details
Most customers access NetService Center through the Web, but other channels are increasing in popularity. Approximately 10% of all interactions are requested through PDA's and mobile phones, and Bouygues Telecom's rapidly growing base of i-modeTM customers are also enthusiastic users of self-service, delivered through their i-mode handsets.
"l'esp@ce client is a classic example of the benefits delivered through a good self-service solution," said John Hughes, cofounder and executive vice president of Netonomy. "The self-service users interact with Bouygues Telecom three times more often than other customers - in fact, Bouygues Telecom are seeing almost a third of all customer interactions coming through their online channels. This reduces operating costs, and also gives call center staff more time to provide support for inquiries which require personal assistance."
"Our customers are young, progressive and "on-the-go", and they are often early adopters of new technology as well. Customer self-service is the customer care service that fits in best with their lifestyles," said Jean-Luc Gonzalez, Bouygues Telecom's Head of Marketing Development and Internet. "Given their demographic profile, we needed to provide our customers with a very high-quality self-service portal that would enable them to manage all aspects of their relationship with us. I believe the tremendous user adoption rates that our MyNetonomy-powered site has achieved speaks volumes to the quality of service it delivers and to the overall customer satisfaction of our subscriber base."
i-modeTM and the i-modeTM logo are trade marks registered by NTT DoCoMo, Inc. in Japan and other countries.
About Netonomy
Netonomy is the leader in customer self-service solutions, providing online account management, e-Commerce and electronic bill analysis for the communications industry. The MyNetonomy customer self-service application suite allows consumers, business customers and POS employees to activate and manage subscriptions, buy new products and services, review, investigate and pay bills, resolve problems, and analyze every aspect of the service relationship using virtually any communications device.
MyNetonomy enables network operators and service providers to achieve higher adoption rates faster with frequent customer interaction by delivering customers a superior self-service user experience. This enables Netonomy customers to realize the maximum business benefits from CSS as fast as possible - dramatically reducing the cost of customer interaction while improving customer service and increasing sales. Netonomy customers include innovative and market leading operators like: Bouygues Telecom, Orange, SFR, T-Mobile and Vodafone.
With dual headquarters in Boston and Paris, and sales and support offices in London, Rotterdam, and Singapore, Netonomy partners with industry-leading system integrators and application software vendors to produce complete solutions for the communications sector. For more information, please visit www.netonomy.com
Contacts
Netonomy
John Hughes
+1 (617) 424-8490
jh@netonomy.com
or
Brands2Life
Giles Fraser/Toby Walsh
+44 20 7592 1200
netonomy@brands2life.com
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