Eligibility

This category is open to any service provider. The customer care application must have been launched after 1 January 2007 or will be launched before 31 December 2007

Judging Criteria

The judges will be considering a number of factors including:

• Innovation and thought leadership using new media in customer care
• Extent to which the customer can conduct self care as related to ordering, payment or problem handing without human intervention (telephone support, tech support, etc.)
• Ease of implementation
• Improvement in fulfillment, assurance or billing processes as a result of this innovation (in terms of cost savings, improved productivity for the back office)
• Positive impacts on the business (improved customer satisfaction, improved retention rates, etc.)

Submission Requirements

Entrants will be required to answer the following questions:

1. Name of the customer care application/program
2. Describe how new media was used in this application (fulfillment, assurance, and/or billing) and what the innovation was meant to solve or improve (1000 characters = 170 words or less)
3. Describe the extent to which customers can conduct self care as related to ordering, payment or problem handling without human intervention? (1000 characters = 170 words or less)
4. How has this improved your fulfillment, assurance or billing processes in terms of cost savings, improved productivity, performance, etc? (1000 characters = 170 words or less)
5. How easy is this service to implement and how easy is it for the customer to use?
6. Statistical evidence to demonstrate the success of the campaign. Dependent on the target audience, evidence such as number of users out of target audience using the service, improvements in customer satisfaction, customer retention rates, etc. (1000 characters = 170 words or less)