Meet Multiplay Subscription Management

Learning Objectives

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

• Define Multiplay Subscription Management (MSM).
  
• Explain how MSM solves key challenges in the communications industry.
  
• Outline the key benefits of MSM.
  

Before You Start

Before you start this module, make sure you complete the following required content. The work you do here builds on the concepts and work you do in that content. 

• The Communications Industry.
  

Subscription Management Challenges

Meet Brooks Bacher. Brooks is a customer service representative (CSR) at Infiwave, a communications service provider (CSP) that sells communications equipment and services to businesses and consumers. She assists Infiwave’s customers by providing information about the company’s products, and resolving order-related issues.

Brooks is facing several challenges managing Infiwave’s mobile and digital subscription services. On-premise systems, legacy systems, and siloed architecture stacks are holding Infiwave back. Service representatives like Brooks are preoccupied with manual tasks, and spend valuable time finding information in different sources. This slows down sales and affects customer engagement. The lack of an efficient subscription management system presents several challenges to the team.

• Fragmented customer information
  
• Disconnected processes for purchase and care of products
  
• Incomplete customer interaction history that leads to limited opportunity to anticipate customer needs
  
• Difficulties with customer support systems due to manual processes
  
• Inconsistent and manual billing process
  
• Ineffective account management and customer communication
  
• Involuntary churn due to reasons beyond the customer’s control
  
• Limited visibility and access to customer information
  

All these challenges lead to operational inefficiencies, customer dissatisfaction, revenue loss, and hindered growth for Infiwave.

Infiwave requires a streamlined and centralized system that offers efficient customer management, accurate billing, personalized offerings, and effective customer support.

Brooks is delighted to know that Infiwave is implementing Multiplay Subscription Management (MSM) to help reach its business goals. She decides to learn more about the solution.

The Solution

Multiplay Subscription Management enables Infiwave to streamline its sales processes, personalize offerings, manage subscriptions, provide prompt support, and drive customer satisfaction. Brooks can use MSM to efficiently handle the diverse needs of consumers, contributing to Infiwave’'s success in the competitive communications service market. The solution:

• Acts as a centralized platform that ensures consistency and accuracy of customer data and subscription details.
  
• Automates offer customization, making it easier for customers and service agents to explore, select, and configure suitable offers from Shared Catalog.
  
• Streamlines and simplifies payment and billing processes for customers. They can view their usage details and account balances, thereby enhancing transparency and flexibility.
  
• Improves customer support processes resulting in prompt assistance and issue resolution.
  
• Simplifies subscription modification processes, so CSRs can seamlessly facilitate customer requests, such as adding or removing features, and updating customer’s personal details.
  

The Business Impact

MSM helps companies like Infiwave streamline their customer lifecycle processes. Here are the primary benefits of using the MSM solution.

• Increased operational efficiency: Streamlined sales processes, automated offer customization, and simplified subscription modifications enhance productivity and data accuracy.
  
• Enhanced customer satisfaction: Personalized offerings, prompt support, and seamless subscription management ensure improved customer support and efficient issue resolution.
  
• Increased revenue growth: Automated offer customization enhances transparency and flexibility for customers. This improves customer retention, reduces churn, and promotes upselling and cross-selling opportunities.
  
• Streamlined account management: Access to comprehensive customer interaction history empowers CSRs to understand customer preferences and provide better support.
  
• Increased growth and scalability: Easy subscription management and addition of new services help business growth and expansion opportunities.
  

In this unit, Brooks learned about subscription management challenges and how MSM can address them by streamlining and digitizing the customer lifecycle. In the next unit, follow along as she explores the solution map and takes a deep dive into the solution’s functional capabilities.