CRM Telecom Features
In the earlier days of Telecom, one system used to handle both customer relationship and billing. As competition grew, there was a need to be competitive in responding to the customer queries, paving the way for exclusive CRM Services.
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CRM evolved from being used by just the Customer service team to solving customer inquiries, request and complaints across the organization. CRM is a huge transformation in service experience for any customer of any CSP. A CRM Telecom customer can now register complaints or requests 24/7, 365 days a year across different channels like showrooms, Contact center, self-service, social media, live chat and so on. Moreover, the customer gets regular status updates through USSD, SMS, and call or even in a self-service mode.
Communication with leads in the CRM Telecom industry should be relevant and focused in order to have any probability of conversion. Selling communication plans can be cumbersome if you haven’t identified the right market segment for your marketing campaigns as well
CRM Telecom Functionalities:
- Increased automation of selling and marketing processes
- Campaign management, contact management, sales management
- Order management, loyalty programs, single customer view
- Tight integration with operator’s existing billing, provisioning and legacy CRM Service
- Business process automation helping to optimize and standardize the processes
- Coverage of the full acquire-grow-retain customer lifecycle with the integrated functional modules including Campaign Management, Contact Management, Sales Management, Order Management, Service & Support and Customer Data Management.
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