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The Internet has changed the way businesses are run across industries. The telecom industry is no exception. Service providers have taken advantage of the Internet to improve customer service and help reduce costs. 3 Australia, one of the leading telecom service providers in Australia, also wanted to leverage the power of web self-service technologies in order to strengthen its customer relationships whilst reducing service costs. We implemented a multi-channel self-service Netonomy-based solution that integrated with 3’s BSS systems.