Solo

Overview

SOLO is a cloud-based customer care platform which enables your subscribers to manage their subscriptions, accounts, orders, and support enquiries through a unified self-service portal.

Designed to improve customer experience and reduce reliance on customer support teams, SOLO empowers users to independently manage common account actions, whilst providing you with configurable tools, cross-sell opportunities and operational efficiencies.

Through integration with the Id.AM Single Sign-On solution, users can securely access SOLO and other connected applications using a single set of credentials.

The Problem

Without a self-service platform:

• Customer service teams become overloaded with basic enquiries, such as:
  • Address updates
  • Cancellation requests
  • Payment updates
• Support costs increase and response times slow down
• Legacy platforms often provide:
  • Poor user experiences
  • Limited functionality
  • Difficult access to account information

As a result, customers abandon self-service journeys and rely on manual support instead, creating a frustrating customer experience and operational inefficiencies for the business.

Our Solution

SOLO enables subscribers to independently manage their accounts without needing to contact customer support.

Customers can:

• Update addresses and payment details
• Request issue replacements
• Manage subscriptions and orders
• Access help and support content

For you as publishers, SOLO:

• Reduces support volumes and operational costs
• Encourages customer self-service
• Creates additional revenue opportunities through:
  • Renewals
  • Upgrades
  • Cross-sells
  • Web store redirection panels

Key Benefits

Customer Experience

Single Sign-On

• One identity across SOLO and connected applications
• Email-first authentication
• Reduced registration friction
• Flexible branding and login experiences per application

Self-Service

Customers can independently:

• Manage subscriptions and orders
• Access renewals and upgrades
• Request issue replacements
• Suspend subscriptions
• Contact support

Personalised Experiences

• Consistent cross-sells and targeted offers
• Deep links into checkout with appropriate item and promotion logic

Operational Efficiency

CMS Configuration

As publishers you can:

• Configure default and custom pages
• Update content without development changes

Feature Engine

Features can be enabled or disabled centrally per publisher.

Shared Services

Reuse of:

• Proxy API
• Middleware
• CMS
• Email service

helps reduce operational overhead.

Scalability and Flexibility

Cloud-hosted architecture supports:

• Multi-brand environments
• Distinct domains
• Shared backend services

Middleware caching reduces load on Advantage by storing semi-static data.

Security and Compliance

Customers authenticate using email identities through Id.AM.

Following authentication:

• Advantage is queried to retrieve and associate the correct customer number, including scenarios involving multiple matching records.

Revenue and Retention

SOLO supports:

• Automated renewal and upgrade opportunities
• Promotion code application
• Cross-sell opportunities
• Checkout deep-linking for upgrades and renewals

Reliability and Operations

Issue Replacement functionality supports configurable rules to prevent misuse, including:

• Defining how many days must pass after an issue’s on-sale date before replacements are permitted

Insights and Reporting

Built-in reporting provides visibility into:

• Registrations
• Logins
• Forgot password activity
• Feature usage

Additional analytics and tagging can be configured upon your request using Google Analytics.

Multi-Brand Readiness

SOLO supports:

• Brand-level platforms and domains tied to a single publisher
• Shared CMS, middleware, and email services
• Awareness of Azure Front Door limitations and associated costs

Platform Architecture

SOLO consists of two core components:

• Id.AM – Single Sign-On and identity management
• SOLO – Self-service customer care platform