MetroPCS Serves Up Self-Service

By Karen Brown
March 23, 2004

MetroPCS takes on a serve-yourself attitude, signing a deal to use a new customer self-service setup fielded by VeriSign and Telespree Communications.

The Dallas-based carrier plans to use the software to reactivate delinquent customers and allow customers to use their handsets to change service plan features. The service should be available to MetroPCS customers in San Francisco, Sacramento, Atlanta and Miami this summer.

Jointly developed by VeriSign and Telespree, the Self-Service Set-Up product automates customer activation and account maintenance functions. Telespree provided the interactive software, while VeriSign brings its customer account clearinghouse systems and carrier back office interfaces.

On the subscriber side, a software client on the phone’s browser provides a link that sends customers directly to a self-help menu. After entering a verification code based on a personal identification number, they can activate service or view options to change existing service. Information provided on the interface allows customers to change plans, add features, and add a phone, change numbers or order new handsets.

On the carrier side, a server validates the user’s identity and checks the customer’s account to make sure he or she qualifies for service changes.

“We can actually do a full credit check on the device:’ says Bill DeKay, Telespree’s CEO.

The self-service product also offers carriers a significant cost savings. Diiving more customer care functions to automated systems can save a carrier as much as 70 percent in customer care costs.

“I think it is more of a focus now that we are hitting large penetrations and the
market is starting to top off:’ DeKay says. “The level of activity in maintenance versus activations starts to reverse:’ V/N

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