We live in a world where people are used to getting what they want, when they want. Smartphones provide us with knowledge right at our fingertips, and the many existing two-day shipping options keep us from waiting too long for products. Due to that instant-access environment, customers tend to become angry when there’s a hitch in the process and things don’t go as smoothly as planned. That’s an issue communication service providers (CSPs) have been running into lately with their customer onboarding, and there have been many angry customers as a result. That’s why Flowroute has launched its new customer onboarding platform for CSPs.
Flowroute is known for providing cloud CSPs greater transparency and control over their customer onboarding, including the number porting process and data service activation. The company decided to create its new platform because it saw the problems CSPs were facing due to the slow and unpredictable process of onboarding new users. Bringing in new customers means that CSPs have to port phone numbers, update critical industry databases for CNAM and E911, and monitor and better managing exceptions. Most CSPs do all these processes the old-fashioned way—with spreadsheets and outdated project management tools that are too complex, not to mention error-prone.
Sean Hsieh, founder and chief product officer at Flowroute, discussed the need for the new onboarding solution by saying, “Communication service providers are struggling to effectively onboard new customers. Our CSP customers understand that the onboarding process is critical to their success and that they only get one chance to get it right. When customers experience delays straight out of the gate, providers put themselves at a massive disadvantage.”
Flowroute’s new platform tackles these issues by offering a programmatic, transparent and easy way to manage the customer onboarding process by using an API or online portal. The platform provides a step-by-step migration process that detects potential problems early, thus allowing CSPs to address them in a timely manner and keep the porting process going.
The cloud-based porting platform includes features such as: an onboarding API, which helps CSPs manage the entire onboarding process, from order submission to completion; bulk port orders, which gives CSPs the ability to create and manage thousands of port orders at once through the WebApp; real time event updates that give end-users access to messages from Flowroute’s number and porting experts; number feature automation for the configuration of CNAM, E911, call routing and name assignments; and quality control that sends automated verifications to confirm phone number transition through the National Portability Administration Center (NPAC).
Hsieh commented on the platform’s effectiveness, saying, “Our new platform streamlines the onboarding process and gives service providers the necessary visibility to set the right expectations, and dramatically improve their customers' first impressions.”
Edited by Stefania Viscusi