Our relationship with our customers
Type of solution and implementation model by Zygo
Platform & Architecture
Configurability
Integration methods
Scalability
Usage processing
Invoice processing
Payment methods
Customer Service Representative (CSR) interfaces
Interfaces available to the customer's clients
Reseller & Dealer interfaces
Reporting
International-
isation & localisation
The process
Time to market
Implementation team
Post- implementation
Summary

Our relationship with our Customers

  • We recognise that our customers operate in a highly competitive environment and it is essential that we supply them with the tools to maximise their own individual entrepreneurial methods of operation and provide the functionality, flexibility, future proofing and lower cost of ownership to enable them to succeed.
  • The success of our customers reflects on us — if they succeed, we succeed. On a continuing basis, we offer the benefits of our in-depth experience coupled with high levels of support and knowledge transfer and encourage one on one relationships between our own staff and our customers' relevant personnel. We look for a long-term future with our customers as their partner for growth.
  • We pursue a policy of continuing on-going development to ensure that our products accommodate the rapid changes inherent in the business sector — we make a point of frequently consulting with our customers to obtain their input so that our solutions will deal with changes that affect them and any industry factors and challenges that arise.
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Type of solution/implementation model by Zygo

  1. Zygo offers its product line as an existing configurable product-based solution, not a more costly "services-first" product that requires considerable customisation or one that requires building a product from scratch.
  2. Our approach to creating an ongoing relationship with our customers is to provide them with a detailed demonstration (preferably on his site) — carrying out an in depth "scoping study" with the relevant departments and their senior personnel to establish their exact requirements — and thereafter providing a detailed presentation of the products needed to make up the solution and the implementation tasks involved.
We make it clear that Zygo is interested in a long-term relationship with our customers, and it is our target to ensure that we provide them with the tools to enable them to succeed in their ventures using their individual entrepreneurial experience and to provide them with on-going support.

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Platform/Architecture

  1. Zygo solutions/products are cross-platform capable. They can be run on virtually all types (e.g. UNIX, Windows, etc).
  2. Zygo solutions are based on a N-tier open architecture. This ensures that there is little dependence, if any, on the system processing time from number/amount of user records/files.

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Configurability

  1. The flexibility of the Zygo product line modules provides the customer with the ability to easily "add new services".
  2. Zygo's systems are table-driven and object-oriented so that a customer and/or Zygo can easily change definitions within them as the business changes — a feature which, for example, enables a customer to easily add new pricing and packaging structures.

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Integration methods

  1. Zygo delivers to its customers (if requested) a complete set of its Application Programming Interfaces (APIs) to enable rapid integration with external systems. Documentation and training is provided.
  2. This facility allows our customers (if they so wish) to independently develop their own robust applications by using the API set — certain of our customers have very successfully utilised this facility.
  3. Zygo products/solutions feature open systems standards, including Java™, CORBA, EJB, etc.
  4. The Customer Care and Billing solution (CC&BS) billing products suite is truly convergent as the system is able to handle feeds from other billing systems to produce a single bill.
  5. Further, Zygo CC&BS is generically integrated with complementary systems including general ledger, tax packages, credit card clearinghouses, credit scoring, etc.

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Scalability

  1. The Zygo product suite is designed to be future proof — proven applications supported by the CC&BS exist demonstrating the ability to accommodate some two million subscribers (and the attendant transactions involved).
  2. By using multi-server architecture, the CC&BS suite can be scaled to support very large applications.
  3. For our smaller customers any solution/product can be scaled down to handle a customer's smaller or less demanding applications so as to maximise return of investment.

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Usage processing

  1. Zygo's systems are designed to handle multiple-usage formats for different services.
  2. Our customers have the ability to create complex discount plans (e.g. cross-product discounts or incremental/decremental discounts, etc). The processes involved are user-friendly, functional and flexible.
  3. Complex hierarchical billing plans are available for corporate/business account subscribers, which provide facilities such as headquarters discounts and departmental billing. Equally, the system enables a customer to offer his private clients "Friends and Family" type rating plans.

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Invoice processing

  1. The CC&BS module supports all types and levels of taxation during the bill calculation process, including US sales tax, US telephony tax, international taxation and franchise tax.
  2. With Zygo CC&BS a customer is able to individually introduce customisation applications such as billing frequency and bill date on a customer-by-customer basis.
  3. The choice of invoice/bill format is entirely at the discretion of the customer who can decide on the appearance of the billing format and print in house or dispatch to an outside print facility.
  4. Zygo customers can also avail themselves of the "Pre-Pay" application suites.
With Zygo CC&BS a customer can offer his clients multiple bill dispatch methods, such as paper, e-mail or fax.

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Payment Methods

  1. Zygo's systems provide a customer with the facility to offer different payment methods to his clients (cash/cheque, credit card, direct debit).
  2. Features are included to give the customer considerable flexibility as regards collections methods and individual subscriber treatment scenarios — for example, designated VIP customers will never get their service terminated, no matter how late their bill may be, etc.
  3. Zygo's systems offer multiple features to help manage cash flow and credit collections.
Further, Zygo's systems accommodate payments in multiple currencies.

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Customer Service Representative (CSR) interfaces

  1. Zygo's systems offer both Windows-based as well as web-based interfaces.
  2. Considerable development time has been spent to ensure that the CSR interfaces are both easy to use and easy to navigate.
  3. Our customer's CSRs, subject to the authority delegated by the Systems Administrator, are able to access all account and service information for multiple services from a single system.
  4. The CSRs can view invoices as they are dispatched to clients, add new services and packages to an account in real-time and also issue adjustments and credits, again in real-time.
Our customer's CSRs can easily navigate through complex business accounts and be aware of all the relationships between those accounts (i.e. parent and child, etc.)

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Interfaces available to the Customer's clients

  1. With Zygo's systems our customer's clients are enabled to access their own account information over the internet — subject to the levels of authority delegated to them by the System Administrator — are able to review bills and edit account and service information and initiate various processes.

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Reseller/Dealer interfaces

  1. A major feature developed for our customers who use the services of re-sellers/dealers, is the facility to enable such organisations to access account information for their own clients from a remote location over the internet.
  2. The re-sellers/dealers, again subject to the levels of authority delegated, can also view invoices of their clients, and change account and service information, thereby reducing the workload of the customer's customer care, connections and other departments.
  3. This facility is protected with high level security to ensure that not only the re-seller/dealers are restricted from exceeding their authority but also that their access is limited to appropriate account information only.

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Reporting

  1. Zygo supplies its customers with a set of "Standard Reports" which, in our experience, satisfy the requirements of most customers. These standard and ad-hoc reports, for example, support customer activity, financial and systems reporting needs. They also support more advanced analysis for marketing purposes, incorporating data from any number of various external sources.
  2. As a result, customer segmentation is available for purposes such as "identifying my most profitable customers". Further, our customers can incorporate external applications to analyse churn and identify a customer's most churn-prone clients and the effectiveness of targeted marketing programmes that a customer has implemented.
  3. Facilities are included (subject to System Administrator authority) to make all data available to different departments and levels within those departments of the customer's organisation.

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Internationalisation/localisation

  1. Products/solutions by Zygo support multiple languages and currencies for customer bills, reports, screens, etc.
  2. Zygo's systems GUIs display in multiple languages and currencies for a customer with multi-national Customer Sales Representatives (CSRs).
  3. Zygo's systems process currency conversion and offer multiple date and currency formats.

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The process

  1. Zygo's team has a proven implementation processes with references in more than eight countries.
  2. Zygo's team is highly experienced and, with the assistance of our customer's own personnel, can ensure that a customer's billing data can be migrated seamlessly from his current system(s) to the Zygo system.

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Time to market

  1. This varies according to the size of the customer's base, future requirements and the extent of the customer's own resources. In normal circumstances we would expect to have a customer up and running in a matter of a few months.

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Implementation team

  1. Zygo's team that installs the customer system regularly remains the same through the entire process. All members of the implementation team have close contact with Zygo's system engineers.
  2. If necessary, Zygo have relationships with prominent third-party integrators, so it can be to the benefit of a customer as a turn-key solution.

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Post-implementation

  1. Zygo strongly believe in the philosophy of making a customer self-sufficient and we are strongly committed to do so.
  2. Zygo provide the necessary training and education, complete documentation, as well as support services to guarantee that a customer can operate the system without our day-to-day assistance.

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To summarise

  • The Zygo approach is based upon the "product-centric" methodology: With this we offer our customers a proven, robust product from day one, which can be configured to meet the customer's specific requirements and is supported with future product releases, updates and upgrades as part of a standard maintenance agreement.
  • Zygo consider implementation times and methods vitally important for our customers: Zygo's team has repeatedly proved our ability to meet customer business requirements in a timely fashion during all phases of deployment, from learning a customer's unique business model and system configuration to on-site testing and training.
  • Zygo is proud to point out our productsâ and solutionsâ key inside advantages. We expect and encourage our prospective customers to evaluate the products in-depth so that they can be certain that the product we offer is rich and robust in its core functionality and, furthermore, to appreciate the unique technical excellence of the systems' architecture.
  • We expect our customers to require a long-term relationship with Zygo and to be comfortable that when making a long-term investment our products will easily integrate with any systems they currently have in place or might consider in the future.
Customer Care
Service
Charges
Rating Engine
Ledgers
Stock
Online web-based Billing
Self-Care web interface for clients
ASP modules
Self-Care web interface for dealers
Interconnect
Roaming
Mediation
Workflow & Workpoint
Integration
GUI
Performance and Scalability
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