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Contact Center Solutions Featured Article

November 02, 2009

OneBill Expands Online Customer Service

By David Sims

TMCnet Contributing Editor

OneBill Telecom, a British business telecoms service provider, has reportedly announced the expansion of its online services for customers.

As part of the expansion customers get better "My Account" features, intended to allow for "easier and more efficient management of their accounts online."

The way it works now, logging in to the "My Account" section of the OneBill Telecom site lets OneBill customers access a new account overview page, giving them "a snapshot of important information, including a rundown of past invoices, a summary of their most recent bill and their account history."

From there, customers can make payments online, download and print past invoices and customize their account features, company officials say, "opting, for example, to single out calls made to certain destinations and monitor calls according to price."

James Wilson, marketing manager of OneBill Telecom, said officials think customers prefer to manage their communication costs online, "rather than rely on paper-based invoices. Indeed, the recent postal disruptions have only accelerated the interest in -- and usage of -- our online customer service facilities."

Through the My Account service, customers "can instantly know what their communication costs for the month have been," Wilson said in a statement.

OneBill was founded in 1999 and now has over 25,000 customers, the majority of them small businesses.

In August, XLN Telecom, a British telecoms company serving the small business community, announced the successful migration of OneBill Telecom's customers onto XLN's platform, following the acquisition of the business by XLN in February 2009.

XLN now has more than 110,000 small business customers, having successfully integrated OneBill's 25,000 customers within a three-month period.

XLN officials said OneBill customers "continue to receive a OneBill branded service, however, all calls and broadband connectivity are now being routed over XLN's industry Tier-1 partner network, with customer service being provided by staff based in London using a CRM system developed in-house by the company."

David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Amy Tierney

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