Press Release

Openet today announced it has launched Openet Real-Time Care Insights on Salesforce AppExchange, empowering Service Providers to lower the cost of managing customer care queries by providing a bridge between the Salesforce Service Cloud CRM and the network Business Support Systems (BSS). In so doing, Openet enable real-time access to customer usage information, via the Salesforce CRM, in order to resolve billing queries more efficiently to allow for a better customer experience for the subscriber. Thereby, improving retention and driving down operating costs.

Built natively on the Salesforce Platform, Openet Real-Time Care Insights is currently available on AppExchange here.

Openet Real-Time Care Insights

As part of this partnership, Openet has built a Salesforce-native solution to provide Real-time Care Insights for customer service centers in order to expedite call resolution times and improve customer experience. Through the Salesforce CRM, Openet enable the customer service agent to have a view of real-time service usage in order to more accurately resolve billing queries.

Comments on the News

Niall Norton, CEO, Openet, said: “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. 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.”

Woodson Martin, GM of Salesforce AppExchange, said: “Openet is a welcome addition to AppExchange, as they power digital transformation for telco operators by connecting the Salesforce CRM to core Business Support Systems (BSS) within the network. This allows for real-time service usage and customer information to be viewed and actioned by service agents in order to proactively improve customer experience and retention by better knowing how the subscriber is using the service. With partners like Openet, AppExchange is constantly evolving to enable our partners to build cutting-edge solutions to drive customer success.”