Sprint United
Ace Sumania
Business Process Outsourcing
Customer Success Manager
Customer Support Representative
iCare is a specific customer relationship management (CRM) tool that was used by Sprint Network before its merger with T-Mobile.
Developer: iCare was developed by Amdocs, a leading provider of software and services for communications and media companies.
Type of CRM: It's an integrated customer care and billing solution designed specifically for telecommunications companies.
Key Features:
Customer account management
Billing and invoicing
Order management
Service activation and provisioning
Trouble ticket management
Customer interaction history tracking
Integration: iCare was integrated with Sprint's other systems, including their network management tools and point-of-sale systems.
User Interface: It provided a unified desktop interface for customer service representatives, allowing them to access all necessary customer information in one place.
Customization: The system was customized to fit Sprint's specific business processes and customer service workflows.
Scalability: iCare was designed to handle millions of customer accounts and transactions, suitable for a large telecom provider like Sprint.
Real-time Processing: It offered real-time processing of customer requests and updates, allowing for immediate changes to customer accounts.
Reporting: The system included robust reporting and analytics capabilities, helping Sprint track key performance indicators and customer trends.
Multi-channel Support: iCare supported customer interactions across various channels, including phone, email, chat, and self-service portals.
Security: It included role-based access controls and data encryption to protect sensitive customer information.
