WorldCom salespeople have benefited from the company's efforts. In the past, if a customer wanted special terms and conditions, the contract would have to be run past company lawyers. Now, in many instances, a salesperson can access a library of approved terms and conditions on the Web. Separate tools developed by WorldCom let customers order, manage and pay for services on the Web. So if a retailer is running a special promotion and needs additional toll free lines, it doesn't have to call up an account representative, it can add the lines itself.
Customers can also download bills, instead of manually typing the data into their systems.
As a bonus, WorldCom provides analysis tools. All of these initiatives add up to better customer service, increased revenues and decreased cost, Adams said. They show that the Internet can help businesses operate in ways that are smarter, faster and more economical. But it's no magic potion. Elise Ackerman writes for the San Jose Mercury News.