Transform Your Business with Multiplay Subscription Management

Learning Objectives

After completing this unit, you’ll be able to:

• Describe the personas that use Multiplay Subscription Management (MSM).
  
• Explain how MSM delivers digital transformation.
  

Key Players

Multiplay Subscription Management is a powerful collaborative platform for multiservice providers, ensuring efficient operations and customer satisfaction. MSM empowers different key players in Infiwave to enhance sales processes, improve customer service experiences, and enable convenient self-service options.

Who are these players and what tasks do they perform?

Sales Team

With a catalog-driven approach, MSM helps sales reps deliver an assisted buying experience that’s seamless and user-friendly for multiple service offerings. With a catalog-driven guided approach, MSM minimizes errors, and ensures an intuitive and easy-to-follow process.

Customer Service Representatives 

MSM equips CSRs with the necessary tools to deliver effective, efficient, and personalized customer service. With seamless access to vital information, alerts, and insights, they improve their first call resolution (FCR) rates, reduce average handling time (AHT), and consistently provide exceptional support to their customers.

Subscribers

MSM empowers subscribers and end-users to efficiently access and manage their accounts, subscriptions, and services. By offering self-service capabilities, the solution reduces reliance on call centers, leading to cost savings for service providers. With streamlined account management features, customers enjoy a seamless experience, gaining greater control and independence in managing their services.

Digital Transformation at Infiwave

So far we’ve learned about the benefits and functional capabilities of MSM. Infiwave has undergone a major transformation with the adoption of MSM. Brooks, the CSR at Infiwave, noticed a significant improvement in her performance and productivity.

Here’s a look at how MSM revolutionized customer services at Infiwave by solving common communications industry challenges.

• Seamless customer support: CSRs use the agent console to help customers with their queries quickly and easily, increasing satisfaction and fostering long-term relationships.
  
• Convenience and accessibility: With Infiwave’s self-service portal, customers enjoy an always-on, personalized service. They can perform various actions at their convenience, without contacting customer support.
  
• Dynamic market adaption: With MSM’s modular product and service catalog, Infiwave can now quickly add and update offerings to incorporate new technologies. By leveraging the prebuilt mobile and digital subscriber data structures and product models in MSM, Brooks can create offers in a flash, keeping Infiwave competitive and ahead in the market.
  
• Simplified product portfolios: MSM leverages built-in qualification and validation rules, context-aware pricing structures, and real-time feedback throughout the quote-and-order process. Infiwave customers and employees get the required information, at the appropriate time. This reduces employee training requirements, improves quote and order accuracy, and ultimately reduces order fallout.
  
• Efficient onboarding journey: MSM’s agent console consolidates customer and product information, integrates built-in qualification and validation rules, and provides intuitive guided processes. This unified platform guides Brooks and her team through their day-to-day work.
  
• Central repository: Digital storage is essential to store accurate records of all current and former customers. Infiwave uses a central repository to store all customer data ensuring no valuable data gets lost. Users access this data through a dedicated portal. By integrating relevant information from third-party systems through data integration, MSM ensures that customer and employee processes are supported by accurate and up-to-date data. This eliminates data silos or duplicate data, improving overall data integrity. No more messy data!
  
• Omni-Channel: Customers use this Salesforce feature to interact with Infiwave through various channels, such as portals, mobile apps, and chats. Customers can use their preferred device to access these channels. All channels are connected because customer data is centralized in Salesforce. This ensures a uniform and integrated experience across different channels.
  

That’s a Wrap

Thanks to MSM, Infiwave has achieved a successful digital transformation. The company uses the solution’s comprehensive features and tools to enhance customer satisfaction, rapidly adapt to market changes, streamline product offerings, optimize employee onboarding, and eliminate data duplication. Brooks’s team now manages more customers than before, while concentrating on their core competencies.