Service
Self-Care
Multilingual, omnichannel self-care for telecom subscribers: web, app, Interactive Voice Response (IVR), Unstructured Supplementary Service Data (USSD), Short Message Service (SMS) and chatbot.
Overview
We build self-service platforms customers actually stick with, across app, web, IVR, and chat, so support volume drops without customer experience suffering.
Subscribers increasingly prefer to solve things themselves. Self-care gives them balance checks, plan changes, bill views, payments and complaint tracking across the channels they already use, from IVR and USSD on a feature phone to a mobile app or an artificial intelligence (AI) chatbot. The channels share one session model, so a customer who starts on the website and continues in the app does not re-enter anything. For the operator the effect is measurable in two places: lower contact-center volume, and faster resolution on the contacts that remain.
Built for
What we offer
Web, mobile app, IVR, USSD, SMS and chatbot channels on one platform
Balance, usage, plan change, payment and complaint journeys
Multilingual content with per-market configuration
Session continuity so customers never repeat information across channels
Analytics on channel take-up and deflected contact volume
Outcomes
The results clients measure
16+
Years delivering
Deep experience across telecom, BFSI, government and retail.
50+
Enterprise clients
Long-running relationships built on repeat delivery.
10+
Countries served
Distributed delivery across India, Angola and beyond.
How it works
A proven delivery approach
Map channels
We identify which channels, app, web, IVR, chat, your customers actually use.
Integrate
We connect the self-care platform to your existing OSS/BSS or ITSM systems.
Launch and support
We roll out the platform and provide ongoing support as usage scales.
Our approach
What makes engagements successful
Omnichannel by design
Customers move between app, web, IVR, or chat without losing context or re-entering data.
Integrates with what you run
Built to plug into your existing OSS/BSS or ITSM platform, including NT3, not replace it.
Self-service that resolves, not just deflects
Ticket tracking and service activation happen directly in the interface, not through a separate escalation.
A marketing channel, not just support
The same platform promotes new services without feeling like an ad interruption.
Industries
Industries we serve
Portfolio
Relevant work in self-care
Selected engagements where we delivered this capability end to end.
Government
PACS Computerization Project by NABARD
Multi-state rollout of the National Level PACS Software (NLPS) across Uttar Pradesh, Chhattisgarh and Assam.
Read case study
Telecom
NT3, A Service Help Desk Management Tool for ITSM
A robust ticketing system to manage inter-departments & vendors.
Read case study
AI/ML
Machine Learning-Based Accounting Software for AM/NS
Auto reconciliation of customers' and vendors' statements using ML.
Read case studyFAQs
Frequently asked
Answers to common questions about scope, engagement, and delivery.
What platforms does your self-care solution support?
IVR, USSD, SMS, web self-care portals, mobile apps, AI chatbots, and social channels, all available in multiple languages.
How does switching between channels work for the customer?
Customers can move from one channel to another, say, app to web, without re-entering data, so the experience stays continuous.
Can this integrate with our existing OSS/BSS or ITSM systems?
Yes. Our self-care services are built to integrate into your current OSS/BSS or ITSM platforms, including NT3.
Can customers raise and track support tickets through self-care?
Yes. Through NT3 integration, users can activate services, report issues, and track ticket status directly within the self-care interface.
Does self-care support marketing or promotions?
Yes. The platform includes a direct marketing tool for promoting new services and campaigns without being intrusive.
How customizable is this to our existing systems?
Fully. We adapt the self-care platform to your current infrastructure rather than requiring you to change systems around it.
Ready to start your self-care initiative?
Book a free 30-minute consultation with our solution architects.
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