Consology (PTY) Ltd.
Self-Service solutions that connect business to returns & customers to superior service.
Press
Mobile operators to focus on customer experience in 2013
Visionary companies in the mobile telecommunications space are beginning to look at how they can set themselves apart by managing and optimising their customer service.......
From Customer Relationship Management to Customer Managed Relationships
In today's web and mobile world, customers are taking control of their relationship with their service providers.......
The rise of the Self-Service Manager
South African companies are increasingly embracing Self-Service as a key strategy for the years ahead. One sign of the growing sophistication of their approach to Self-Service is the way that many of them are creating dedicated management roles.......
Too early to write off potential of Facebook commerce
Despite the fact that some big US brands have shuttered their Facebook storefronts, Facebook is likely to carve out a strong position as a commerce platform.......
Market understanding of MDM is maturing
At the European MDM summit, where hundreds of MDM professionals gathered to share ideas, it was clear that world-leading companies have embraced MDM as a business necessity.......
Smartphones to supercharge Self-Service in SA
The rise of the HTML5 Web standard, paired with the growing penetration of smartphones into South Africa, will help to bring rich Self-Service applications to a mass market via their cellphones......
Self-service providers shift focus
Online and mobile self-service as a strategic business driver...
Self-Service : Beyond cost-savings
Online Self-Service is the preferred destination for many customers says Meltzer...
Online boom set to boost SA commerce
Electronic commerce has never really been factored into any snapshot of South Africa's economic performance in the world of import/export...
From garage to mainstream
Think back just 10 years and you will remember a time when the concept of Self-Service was still in its infancy in South Africa...
Customer self-service can ease CPA compliance
The Consumer Protection Act (CPA), which comes into effect on 1 April 2011, promises to turn South Africans...
Self-Service on the increase this year
South African companies are increasingly embracing online Self-Service as a strategic priority rather than treating it as an emerging technology...
Self-service will increase as strategic priority during 2011
As large customer-carrying organisations such as banks, telecommunications companies, insurers and retailers try to manage their growing client bases and spiralling customer support costs during the year ahead, they will increasingly embracing online....
Self-Service benefiting tens of millions
A significant shift has occurred in Self-Service strategies among South African companies with large customer bases...
Knowledge crucial to self-service
Companies that want to drive the maximum return on investment from their customer self-service systems must be ready to educate customers...
Enticing customers to move to Self-Service
Once you have rolled out a Self-Service web portal, your job of getting your customers to make the switch to the lower cost electronic platform is only just beginning. Don't make the mistake of thinking that people will go to the online Self-Service portal just because you built it - you have to let them know it exists and give them good reasons to use it...
Email invoices falling away
Web-based online Self-Service is eclipsing email as the electronic channel of choice for delivering statements, bills and invoices to customers because it offers a richer user experience and a more secure environment than email...
Self-Service – the next revolution in customer service
Self-service solutions can improve customer service without driving up operational expenses...
Self-service can help cellular industry
Just a few weeks ago, Cell C launched a massive brand campaign where they admitted what every telecommunications subscriber in South Africa already knows: the country’s cellular industry has a real problem with customer service...
Success factors
Putting the building blocks together for a productive self-service solution...
Poor customer service could cost millions
Do you know how much revenue your business loses each year because customers are dissatisfied with the service they experience? Few businesses sit down and do the maths, but the cost for the average big business is likely to be substantial...
Don't lose touch
Many companies and consumers believe that a move towards Self-Service means an inevitable move away from human interaction in the sales and service experience...
World Cup a Self-Service test for South Africa
The upcoming Soccer World Cup will unleash hundreds of thousands of tourists on South Africa, many of whom have become used to convenient electronic Self-Service channels as a standard part of their travel experiences. It will be a serious test for the maturity of Self-Service in the country's tourism industry...
Get online
Once customers are online and can manage their accounts, enabling online transactions is a logical next step...
Self-service opens doors to move closer to customers
Customer Self-service can enable companies to move closer to their customers rather than distancing the two from each other...
Taking account management online
Account management queries are a major strain on most corporate contact centres...
The foundation of Self-service
Online Self-service begins by providing customers with the ability to conduct research about a company's services...
The Quiet Revolution in Customer Care
Most South Africans today live in a Self-service society, unaware of just how revolutionary some of the systems and channels they use every day would've appeared just 20 years ago...
Building blocks
A comprehensive Self-service platform allows customers to research, manage, transact and interact online...
Putting people first
The South African government should introduce more electronic Self-service options for citizens...
Self-service:step toward customer loyalty
From Self-service bookings to kiosks for movie payments, bank ATMs to prepaid airtime payments from a mobile phone, there are now scores of IT-based Self-service tools already in use in everyday life...
Self-service to Boom
As technology matures and economic pressures mount during 2009, people can expect to see a range of exciting developments in the Self-service market,says Kevin Meltzer, Consology business development director...
4 Self-service trends to watch for in 2009
Over the past few years, Self-service has become such an integral part of our lives that few businesses and consumers could imagine doing without it...
A world without Self-service is hard to imagine
Everyday, consumers around the world come into contact with Self-service tools and applications without even realising it...
Self-service becoming a business imperative for SA utilities
Few companies in the world face the problem that SA's utilities do: that of trying to force their customers to spend less money with them...
Self-service saves power
Utilities are urged to use Self-service as a means to save money and power...
Media industry must lift online game
Over the past 10 years, international competition for SA's media and entertainment industry from major online players has grown from a blip on the radar into a major threat...
Roadblocks to Self-service
Several local companies remain reluctant to embrace Self-service as a strategy as they think the technology is complex to implement, has associated risks, and demands that businesses rethink their business processes...
Self-service reduces customer churn
Self-service solutions, when well implemented, are beneficial for businesses and their customers, says John Ziniades, CEO of Consology...
Fierce competition drives Self-service
Local companies are operating in a fast-growing economy, characterised by strong competition, rising labour costs, increasingly demanding customers and growing penetration of Internet services. These factors are all helping to spur the growth of the Self-service market...
Moving from in line to online
The customer care landscape is changing. Consumers are becoming more used to the idea of serving themselves, rather than visiting a physical outlet or phoning a call centre to transact and interact with the companies they do business with...
Consology and Carrier IQ partner to bring Mobile Service Intelligence to Africa
Consology, a pioneer in the South African Self-service market, has been appointed by Carrier IQ to distribute and implement its Mobile Service Intelligence solutions to mobile telecom operators in Africa...
Turning Self-service into a reality
Self-service solutions, when well implemented, are beneficial for businesses and their customers, says John Ziniades, CEO of Consology...
Customers demand Self-service
Self-service has increased to such a degree that in many industries it has become the norm rather than a nice-to-have, says John Ziniades, CEO of Self-service consulting and integration company Consology...
Self-service Becoming A Way Of Life For South African Consumers
South African companies that want to remain competitive in a market where consumers are hungry for fast, convenient service need to offer easy-to-use Self-service tools that allow customers to help themselves at their leisure...
Banks look to Self-service
South African banks are expected to invest heavily in solutions that allow their customers to access banking services at places and times convenient to them, says a recent survey conducted by World Wide Worx, on behalf of Consology...
Banks set to invest in Self-service banking
South African banks are embracing Self-service as a strategic imperative, and can be expected to invest heavily in solutions that allow their customers to access a full range of banking services wherever they are and at any time...
Call centres: How SA can compete
South African contact centres must carve out specialist niche markets for themselves if they are to compete successfully in the international call centre outsourcing market...
Online DIY rules out human touch
LOVE them or hate them, you cannot escape the growing encroachment of do-it-yourself "customer service" systems...
e-Payment to help SA companies improve efficiency and debt management
South African companies that have introduced electronic billing (e-billing) solutions to their customer bases should look toward linking these online bills with electronic payments as a means of improving customer satisfaction and back-office efficiency...
Survey Shows Increase In Self-service
Over the past 6 months Self-service strategies in South Africa 2007 canvassed 12 South African companies with an aggregate base of nearly 50 million customers to determine their strategies and successes with Self-service. The survey, conducted by Consology, shows that local organisations are embracing Self-service as a means of driving down customer support costs, reducing churn and increasing customer loyalty...
Ensuring Self-service does not become selfish service
CUSTOMER Self-service has become a strategic priority for many South African businesses...
Customers take charge
ALTHOUGH Internet Banking has revolutionised the way South Africans bank over the past 10 years and kulula.com fundamentally changed the way people book domestic airline flights, those are just two examples of how the Self-service industry is rapidly transforming customer service and the way that customers interact with companies...
Major Companies Gearing Up To Make Their Customers Happier
In a bid to make consumers happier, major companies are preparing to spend up to 25% more on customer care and improved service programmes, a new survey has found...
Your Call Is Important To Us
SA has finally woken up, now demanding excellent customer services � but are we getting it? Companies are certainly trying to help us, by giving Self-service automated options which allows us to navigate our way around the organisation...
It's a no-brainer why online is taking over from 'in line'
Consumers have become more used to the idea of serving themselves rather than visiting a physical outlet or phoning a call centre to do business...
Budgets for 'customer care' to increase
A survey released yesterday by research company World Wide Worx and Self-service specialist, Consology, has revealed that, where Self-service was once a tactical move, intended to reduce costs, or increase customer retention, it has now become a strategic imperative for many organisations...
Customers Take Charge
Although Internet Banking has revolutionised the way South Africans bank over the past 10 years and kulula.com fundamentally changed the way people book domestic airline flights, those are just two examples of how the Self-service industry is rapidly transforming customer service and the way that customers interact with companies...
Companies embrace Self-service as a strategic imperative
South Africa's largest customer-carrying organisations are embracing Self-service as a means of driving down customer support costs, reducing churn and increasing customer loyalty, according to a new survey released today...
Foot in the door, but wait, there's more
The interactive e-bill, although not yet superseding its paper equivalent, is being increasingly recognised by companies as a flexible marketing tool..
E-Payment To Help SA Companies Improve Efficiency And Debt Management
South African companies that have introduced electronic billing (e-billing) solutions to their customer bases should look to towards linking these online bills with electronic payments as a means of improving customer satisfaction and back-office efficiency...
E-govt should have local focus
Government should have developed its e-government strategy with a focus on citizen interaction at local government level, rather than national level, says Consology business development director, Kevin Meltzer...
Single-view e-govt solution trialled
Consology, in partnership with Oracle, has developed a platform that could help make local e-government a reality, says Kevin Meltzer, Consology's business development director...
End in sight for municipal queues
In less than two years, reporting a water leak or a pothole on the neighbourhood thoroughfare could be as easy (and even as effective) as drawing cash from the nearby ATM...
Quality, not cost, gives SA an edge in offshore IT development
SA companies that want to succeed in the offshore market for software integration and development services should focus on offering scarce, niche skills, and a high quality of service, rather than trying to compete solely on the basis of cost...
The Missing Link
Born during the dot-com boom, e-billing and e-procurement have since suffered very different fates...
Self-service makes business sense
Self-service is one of the fastest growing segments in the world of e-business as organisations realise the benefits of giving customers, employees and partners access to information and a range of services, according to Self-service solutions provider Consology...
Five simple rules for successful customer Self-service
Online customer Self-service can pay off handsomely for companies that make the investment in the technology, but it also often disappoints those who don't get the basics right. Here are a few ground rules that will help any company...
A happy customer is a Self-service customer
Many companies are improving their business by letting customers help themselves. Self-service systems that let customers pay their bills more easily or check their accounts can improve customer loyalty...
When is it time to invest in Self-service?
Companies around the world have adopted Self-service to improve customer loyalty, deflect calls from their call centres, automate bill dispute processes, speed up collection of payments and make savings on paper and postage...
Consology enhances Self-service offerings with Metastorm partnership
Consology, a firm that specialises in implementing and integrating Self-service and customer management solutions, has signed a partnership agreement with Metastorm, one of the world's leading providers of enterprise business process management (BPM) software...
Banks Can Learn From Telcos in Self-service Arena
The South African financial services industry could learn much from the way that the telecom industry has adopted Self-service solutions to drive down customer support costs, improve subscriber loyalty, personalise customer service, and cross- and up-sell a range of complex products...
E-Billing Catches Up
E-billing is not just about saving money on paper and postage - it also can help companies build better relationships with their customers, deflect calls from their contact centres and speed up collection of payments...
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