Wind Selects Netonomy's e-Care Solution for Wireless, Fixed and Internet Subscriber Customer Care

MyNetonomy to Provide Customer Managed Relationships for Italian Convergent Operator To Reduce Call Center Costs and Open New Marketing Channel

Wind Telecomunicazioni S.p.A., the fastest growing communications company in Europe, has selected Netonomy's e-Care and e-Commerce solution, MyNetonomy, as the basis for its self-service residential customer portal. MyNetonomy will enable Wind to offer its wireless, fixed line and Internet subscribers more efficient, Web-enabled customer care, while at the same time, reduce call center operating costs and create an additional marketing channel through which to deliver new products and services.

Netonomy: Customer Managed Relationships for Convergent Communications

The Netonomy e-Care project will enable Wind to deliver customer managed relationships to its residential customers. MyNetonomy will empower Wind's customers to manage their own convergent communications accounts online - whether fixed line, mobile, Internet or combined. MyNetonomy will allow Wind's subscribers to change th eir rate plans, purchase new products and services, view and pay their bills online, and report problems via a dedicated, personalized portal, accessible through any device such as PC, WAP or GPRS handset, PDA, interactive TV or standard phone using Interactive Voice Response (IVR).

"MyNetonomy's customer-managed e-Care and e-Commerce capabilities fit Wind's requirements precisely," said Cesare A. Gonelli, Wind CIO. "It combines all the advantages of a packaged solution with a flexible, customizable product that can be rolled out in a rapid time frame. MyNetonomy is a crucial part of our e-Business strategy to launch new services for the future and will enable us to save costs now."

"The Italian communications market is fiercely competitive and, in this environment, Wind needs to provide excellent customer service in order to both support its existing clients and attract new customers," said John Hughes, executive vice president marketing and business development of Netonomy. "MyNetonomy will enable Wind to develop and enhance its current range of GSM services and to prepare rapidly for the launch of its 3G operations."

Wind is the first Italian communications company to offer convergent fixed line, mobile and Internet services. As of May 31, 2001, Wind announced it had reached 10 million clients. MyNetonomy, a customer managed relationship (CMR) solution, will assist Wind in maintaining and managing the rapid growth it has been experiencing by enabling it to offer superior customer service over the Web and from virtually any commercially available communications device. MyNetonomy establishes a personalized, electronic channel to Wind's customers via a personalized Web portal, which enables the service provider to free up its call center agents to handle more complex inquiries.

MyNetonomy has already been adopted by many leading communications service providers in Europe, including Vodafone, Bouygues Telecom, Mobistar, DNA and Telecom Italia. It has a proven 3-month deployment time, benchmarked scalability and integrates with most legacy business and operational support systems (BSS and OSS) including billing and customer care. It enables improved customer service and reduces call center operating expenses. In the 3G environment, where a higher level of customer interaction can be expected, MyNetonomy assists the service provider by both enabling the fast and efficient roll-out of value-added services and reducing the cost of supporting its customer base.

About Wind

Wind Telecomunicazioni S.p.A. is the only telecom operator which presents a real convergent product & service offer. It launched the commercial operations in March 1999 and, in August 1999 it reached the first million clients. Today, Wind has more than 10 million clients and it is in the middle of a merging process with Infostrada (the biggest competitor of the incumbent in fixed telephony). The new giant will have, by the end of 2001, more than 18 million clients and will be the second operator in Italy. The two most important key-words in the Wind value proposition are:

-- Convergence

The "one stop shopping" in telecoms: one contract, one logical call-center, one bill (for post-paid services), one credit (for pre-paid services)

-- Transparency

No fixed charges, no recharging-cost, no hidden cost at all.


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