Self-care/e-care

Self-Care provides the ability to manage your own service ordering, problem solving, account management and bill payment processes, which are all critical components of your day-to-day operations. And, now that Cloud-based services are gaining momentum with pay-as-you-go and on-demand features, the requirement for a well-designed, scalable and integrated self-care programme is more important than ever before.

Additionally, certain cost factors should be considered when evaluating the need for a “self-care” programme. For example, it cost approximately £4.80 per call center transaction compared with £0.10 or less for web access, making the cost per call center transactions 75 times greater than the cost of web transactions.

In order to establish an integrated and cohesive self-care programme incorporating all customer touch points, it is important to first assess existing programmes and determine the gaps, requirements, timeline and budget for a state-of-the-art programme.

Our Approach

Cartesian offers an end-to-end Self Care Assessment incorporating all elements of the Self Care ecosystem, which leverages our in-depth experience developed over the past two decades in the communications industry. Assessments are conducted in any or all of the following three areas:

Back office assessments, including:

• Operational systems and business processes


• data integrity across customer databases


• automation requirements


• knowledge management and communications within the eco-system

Individual self care channel assessments, including:

• Web access


• Interactive Voice Response, including; speech analytics and voice platforms


• Social media


• Contact Center optimization, including; all-IP multi-channel, multi-media design

Vendor and product analysis, including; RFP development and vendor selection