Telecom services self-care portal for business customers

Telecom service providers are constantly challenged to increase their top line revenues and reduce operational costs. Experiences with self-care and web shop portals for residential customers together with some limited functions for business customers were gathered in Croatian Telecom through last 7+ years and were well accepted. Having all this in mind, orientation towards fulfilling business customer needs for quality service support, as well as enabling easy purchasing of new services or prolongation of existing contracts through reliable web portal, gives us one of the possible solutions. In this paper we will present abstract model development of organizational structure for companies in Croatia and respective functional blocks that are required in order to ensure proper self-care role definitions for different employees within the company. Additionally we will describe our solution to challenges in customer and service data integration from different backend IT systems inherited from different organizations (T-Mobile Croatia - mobile services; T-Com Croatia - fixed line, Internet and IPTV services) in new data model for integrated company/service view. At the end we will present existing and planned services on T-HT´s “My T Business” portal that was launched in summer 2011.