When it comes to delivering your service to your partners and their customers, our Service Management Portal (SMP) is key to effective administration and enablement. This is why we are excited to announce the next iteration of our portal – SMP 2.0.
On top of empowering customers by giving them more control, SMP 2.0 also streamlines service provisioning and customization whilst improving the overall end user experience. With a number of new features including the ability to create templates for activity rules and emails, SMP is now better than ever. But how exactly has the new Dstny Service Management Portal changed?
Enhanced customer empowerment and control
With SMP 2.0 your customers gain further ownership of their own setups and configurations. One of the biggest contributors to this is the introduction of activity rule templates which enable customers to get a better understanding of their activity settings as they gain access to further levels of control. With this newest update customers can:
- Create templates, store them at an organizational level and apply them to multiple users as they see fit
- Perform bulk updates to manage settings for multiple users through the use of templates
- Plan user presence and Caller ID with weekly scheduling
- Modify activity rules on a user level
Activity rule templates in a real world scenario
The scenario - Incoming calls are simultaneously directed to multiple devices assigned to an agent. As only one device is answered, the other devices register missed calls, leading to inaccurate missed call lists.
The solution - Implementing an intuitive UI for end customer admins allows for the configuration of call delays to different devices, ensuring calls are not directed to all devices at the same time.
The result - The agent's missed call list becomes accurate, ensuring that only truly missed calls are logged. This enables the agent to provide better support by prioritizing genuine missed calls for follow-up, enhancing customer satisfaction
Improved end user experiences
The SMP 2.0 update includes extensive changes to both IVR settings and activity rules which enhance the experiences of the end user by in part ensuring that they are more informed throughout the entire calling process.
With enhanced branding options and simplified processes, emails can be provisioned to create a lasting first impression that increases user engagement. On top of this the clear messaging and branding that is now available gets rid of any ambiguity and improves clarity for end users.
Improving the way in which calls are handled is the first step in also improving the experience for end users. With SMP 2.0 the number of times an IVR prompt is played can now be tailored, which in turn reduces the risk of users choosing the wrong option and eliminates the need for a redial or for the user to wait for a live agent.
Streamlined service provisioning and customization
The SMP 2.0 update brings in a whole new level of customizability and efficiency for you and your customers that can be implemented in a way that is simple, quick and effective. With the inclusion of email templates Service Providers can create branded emails that help to generate a seamless end-to-end experience. On top of this, with email templates Providers can:
- Have full control over the design and messaging that is included in emails to end users
- Minimize ambiguity with clear messaging and branding
- Link emails to specific services, ensuring efficient and targeted delivery of messaging
- Create reseller templates with content or branding tailored to each reseller and assign specific permissions to maintain exclusivity
Email templates in a real world scenario
The scenario – When emails appear to be sent from the Service Provider, despite the customer's relationship being with a reseller, unnecessary ambiguity is created which causes recipients to question the source and validity of the communication.
The solution - Email templates with reseller permissions allows service providers to create emails branded specifically for each reseller. This ensures that the communication reflects the reseller's branding, or at the very least, clearly informs the recipient about the channel through which the communication is sent.
The result – Email templates provide a better first impression to end users and reduce the number of inquiries to customer support. Users can easily verify the authenticity of the email and follow the instructions or information delivered in the email, enabling them to manage their services independently without needing to contact support.
Want to know more about the latest update in SMP? Get in touch today.
