Holistic life coaching by phone
isee newmedia - pioneer of esoteric online life coaching
Frankfurt-based isee newmedia has run its online portal for 18 years and is now one of the most successful providers of holistic life coaching by phone on the internet, offered in almost every European language and covering topics such as psychology, nutrition, health and animal healing.
At the core of the business model is the technical infrastructure that lets affiliated advisors plan, market and bill their services. CreaLog supports this with a sophisticated technical solution.
In the early 2000s, no practical ICT solutions (information and communication technology) existed that met isee newmedia's particular requirements. As a result, the IT environment was maintained by various programmers over time and grew organically, with all the drawbacks and difficulties that entailed. In 2009, the decision was made to build the important and complex core of the telephony server on a professional solution from a renowned vendor, to ensure quality and reliability even as user numbers and requirements kept rising.
What was needed was a partner able to navigate proprietary IT environments and, above all, deliver a fully customized solution. After extensive market research, the choice fell on CreaLog as an experienced expert with the right know-how.
Demanding integration As mentioned, the advisory platform had aged considerably. Adapting and migrating it to CreaLog technology was correspondingly complex, with the clear requirement to safeguard the platform's stability and reliability at all times. It was a real challenge for the specialists from Munich, but they mastered it within a short time and put the new solution - including design, installation and various test runs - into operation.
Billing A key feature is the provision of communication data (duration, rate) for billing calls between all parties involved. Despite the technological complexity behind it, isee newmedia can adjust and change processes easily and quickly. That matters especially when reacting on short notice to new legal requirements, for example on free-of-charge waiting loops, without disrupting operations.
Protecting customers from financial overload The solution also includes a warning system to protect customers from financial overload: isee sets a limit for every customer based on the seniority of their customer account. In addition, all registered customers can set a weekly spending limit and adjust it as needed. For anonymous calls made via premium-rate numbers, the connection is automatically terminated after 60 minutes
Easy access through CreaLog technology isee newmedia's advisors can be reached in several ways:
Anonymous calls are made via the 0900 number listed in the advisor's profile. Customers state their name or an alias before the connection is established. Billing runs through the phone bill.
For regular coaching needs, customers often set up their own account, with billing then handled through a prepaid/postpaid system.
Matchmaking and advance booking: the CreaLog system establishes the connection only for customers with a user account, determines the length and time of the call, checks the available balance and deducts any existing free minutes. Callers are informed of the cost via a corresponding rate announcement, or of a free initial consultation.
For anonymous calls, callers are offered an alternative advisor if the one they want is currently busy or unavailable.
The isee newmedia website and the CreaLog solution, including the database, work hand in hand in real time.
