numero is a strategic partner of the Bahamas Telecommunications Company (BTC) and is responsible for a number of important customer service projects (see more here), including an Online and Social Media Help Centre, Complaints Handing Solution and Enterprise Customer Workflow Application. Building on this success and insight, numero has been commissioned by BTC on a mission critical Mobile Customer Service project.
The project commenced with workshops (involving numero act consultants and BTC IT team representatives) and the definition of a customer service vision based on delivering greater mobility, convenience, self-service functionality and security to customers in The Bahamas. The resultant Customer Service Mobile App will deliver rich functionality to customers, including the ability to pay bills, log faults and view full account/service information across multiple services (such as landline, mobile and broadband). The roadmap for the application includes additional functionality that will be added in stages through an ambitious development programme underpinned by the flexibility of the numero interactive platform.
The ’MyBTC’ BTC Mobile Customer Service application is available on Blackberry and Android platforms with Apple iOS coming soon. The app supports the disparate and varied preferences of its customers providing them with a 360 degree view of their account. numero’s ability to deliver transformational business solutions within short timeframes is evidenced by the delivery of the first release of the app in February 2013. numero is also assisting with customer education by developing ‘how do’ videos for use on the BTC website, on plasma screens in retail outlets and for broadcast.
Details of the business benefits and impact of this solution with be published soon.