Case study

Cable & Wireless Communications plc (CWC)

PA and CWC design and build a billing query system

PA helped to streamline CWC's customer service operation by designing and implementing a new on-line system, enabling most callers to have their account queries answered immediately. The new billing query system was designed using PA's Integration Through Middleware (ITM) approach, which integrates data from various databases (residing in complex legacy systems) and displays relevant information in windows on a single computer screen. The whole process is designed to be as intuitive as possible.