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OneCall Users -- Who Can Do What

Empower OneCall is unique and innovative because it integrates workflow among multiple departments within a wireless carrier -- Customer Care, Engineering, Operations, and Marketing. In short, everyone who is responsible for enhancing the Customer Experience.

Customer Care

Customer Service Representatives can do the following with OneCall:

bullet

Immediately pinpoint the location of a customer problem at the time it occurred.

bulletProvide answers to customers about network and cell status.
bulletClose the vast majority of network-related customer issues in one call.
bulletIncrease their productivity by taking more calls and dealing with fewer repeat calls on the same issue.
bulletReduce their stress and turnover rates by having at their fingertips information customers need.

 

Engineering and Operations

Engineers and Operations personnel can do the following with OneCall:

bulletHave online, real-time access to complete trouble ticket information for faster problem resolution.
bulletQuickly isolate and repair hot spots of trouble.
bulletMatch trouble calls with historical network status.
bulletGain operational efficiencies using OneCall field tools.

 

Marketing

Marketers can do the following with OneCall:

bulletLeverage a reputable, proactive customer service department and more reliable network in its efforts to attract customers.
bulletMake better capital appropriation decisions based on network performance and customer needs.

 

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Financial Analysis Model

Empower Geographics offers a financial model that will quantify the operational and financial benefits that OneCall can provide your business.

Contact us for more information.