CRM in Telecom Industry

1) Customer database allows rendering data exchange productive due to the explicit customer profiles that provide all needed data including facts and figures concerning interactions via e-mails, letters, phone calls, etc. Total unification with billing, order, service and financial management systems allows to gather information and arrange inquiries competently and fast. Furthermore, it is easily accomplished due to its incredibly simple usability.

2) Customer care and billing system makes billing information easy to access and transform. It allows to observe customer histories, check out invoices and account balances. The system accepts payments, makes credit advice, and reconnects services. Moreover, it instantly responds to requests for information. It also distributes booklets with product description and contract details.

3) Problem solving system helps to solve service issues by bringing about trouble tickets, reviewing, singling out, and escalating problems. The system assists in mitigating issues and closing trouble tickets.

4) Handling disputes system creates one single case for each complaint in a guided manner. The case contains all relevant information – such as who is involved, links to transactions and optically archived documents, access to a notes function, and a history of the dispute.

5) Detection of follow-up activities and tracking of cases implies a well-tested process via workflow to authorized handlers. These measures reduce time to resolution and quickly turn negative situations into positive ones.

6) Marketing tips allow to launch highly focused campaigns, adjusting products to supposedly most concerned customers. They increase profitability and decrease costs. CRM Telecom aims at optimizing the productivity, profitability, and effectiveness of marketing campaigns and promotions through audience segmentation tools, lead management and reporting.

7) Sales and contract management supplies with the functionality required to shorten sales cycles. It also increases revenues, maximizes productivity and optimizes direct, indirect, and online channels. It helps to plan and forecast sales activities with greater accuracy and organize territories according to a range of criteria, such as size, revenue, product lines, or strategic accounts.

8) Partner relationship management makes it possible for company’s partners to share critical information on sales forecasts, order flow, and delivery schedules. It ensures that everyone is working toward total customer satisfaction and following common marketing strategy.

9) Commissions-management functionality enables to create incentives for company’s partners. This makes it possible to roll out new products and services quickly and easily, supported by innovative remuneration models.

10) Analytics features give a window into every aspect of customer-related strategies – so it is precisely clear what works and why. Out-of-the-box functionality allows to identify and target most profitable customer groups, gauge satisfaction and loyalty, track and predict retention and churn.

1) Authorize company’s personnel to answer inquiries and take immediate action. Constant integration with billing, order, and service management systems provides the information and tools to ensure customer satisfaction.

2) Ensure full integration for solid customer data within the company.

3) Alter launched campaigns into more effective and productive ones, thus, making them much more profitable.

4) Raise profitability by gradual meliorating of database marketing response rates, successful engaging of new customers, reinforcing cross-selling and up-selling, and lowering churn.

5) Gain sustainable competitive advantage. CRM Telecom renders sufficient customer sustain and disposition, as well as professional forecast of customer behavior, and accelerated time to market.

6) Identify trends, uncover emerging customer needs, and dynamically reallocate development resources. These are the measures taken to design product and service offerings that will meet future demands.