Internode turns attention to customer care systems

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Internode turns attention to customer care systems

Internode has started a $4 million upgrade to its customer care systems that the ISP says will reduce queues in busy periods and provide more self-service options for customers.

The Adelaide-based ISP said it would gradually cut over to the new system, a custom hosted product from NetSuite, over the next 12 months.

"Stage one is expected to be complete by August," Internode chief Patrick Tapper said.

"Internode plans to continue customising the system to meet its needs over the next three to four years."

Although the NetSuite servers are based in the U.S., Internode has sought to quell any concerns with customer data being held offshore.

"Customer data [is] securely hosted on NetSuite's US-based servers," Tapper said.

"NetSuite is certified as a SAS 70 Level II compliant provider of on-demand solutions and services, which meets the high standards required by Australian privacy legislation.

"Data is [also] transmitted between Australia and the U.S. via a private IP network operated by Internode."

NetSuite replaces the current system which was developed internally.

The application includes integrated customer relationship management (CRM) and enterprise resource planning (ERP) applications. The ISP plans to integrate it closely with Internode's telephony system.

This will help speed up service by presenting front-line support staff with a customer's details as they call in, as long as the customer has calling line identification (CLI) turned on, Internode said.

The NetSuite solution also includes a portal to let customers track the progress of orders, view the history of their interactions with Internode and undertake many self-service activities.

It can also provide customers "with Amazon-like recommendations" for services popular with comparable customers, Tapper said.

The creation of a Customer Portal "will greatly extend the customer self-service facilities that are already available through the My Internode portal," he said.

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