Openet announced on Monday that it has forged a partnership with Salesforce to reduce customer care costs while improving customers' experience. Dublin, Ireland-based Openet has launched its Openet Real-Time Care Insight on Salesforce's AppExchange to help service providers lower the cast of managing customer queries.
Openet is providing a bridge between the Salesforce Service Cloud RM and its network business support systems (BSS) in order to enable real-time access to customer usage information via the Salesforce CRM. Through the Salesforce CRM, Openet enables the customer service agent to have a view of real-time service usage in order to more accurately resolve billing queries.
By partnering with Salesforce, Openet said it could resolve billing queries more efficiently while also driving down operational costs.
“We have spent years developing our software to be cloud native in order to support our customers meaningfully transform their businesses to become digital. Salesforce have proven that customer experience is central to digital success, said Openet CEO Niall Norton, in a statement. "Together, we are seeing operators look not only to become digital service providers, but to become digital experience providers. This is where Openet and Salesforce can provide pre-integrated, cloud native solutions to deliver on richer digital experiences for our customers.”
Openet provides software solutions and services to help service providers to create new revenues from digital services while also improving customer engagement.