The Software Mind selected this approach for the following reasons:

• maximum adjustment to the individual needs of the telecom operator
• no requirements and limitations imposed by ready-made or legacy systems
• lower total cost of operation (TCO)
• like scope related integration, in favour of a dedicated solution
• open character and adaptability of the system to changes in future months and years of operation

During the design stage, special attention was paid to how simple and friendly the system will be for the user, and how accessible it will be from the maximum number of contemporary Web browsers.
The easy-to-read visual design is to remove the load from the Operator’s Contact Centre and increase the level of the clients' self-service. Here, clients may browse through their financial operations and ordering new services.
Designing the system and its architecture, we used our deep experience acquired while designing, building, and managing other automated client care systems and the best practices from the construction of a web applications.

The e-Care system ensures operator support in the following areas:

• information about client’s account
• Services and Tariffs
• Invoices and Payments
• Billing
• Complaints and Tickets
• Alerts and Flags

Additionally, the e-Care system provides mechanisms for communication with the operator, both through news and chat functionality. It is also possible to run discussion groups for the clients.
An integral element of the system is the module of interactive support (help), which can also be arranged in the form of Client manual.
While performing operations in the system, the Client is guided step-by-step by Wizards. An additional benefit of this mechanism for the Operator is the fact that it makes sure that the data entered by the Client are correct, and practically eliminates incorrect orders and/or tickets.
An important functionality of the system is its ability to provide the Client with access to reports in numerous attractive formats, practically in every module of the e-Care system.