TELECOMMUNICATIONS
Situation
A global leader in digital wireless technology, a Fortune 500 company, intended to deploy a global customer relationship management strategy to coincide with the world-wide launch of a break through wireless platform.
Solution
Defined a global customer relationship management strategy that integrates people, process, and technologies to provide a near-360 degree view of its customers. Identified tactical and strategic needs, evaluated and selected leading CRM products and partners. Laid out a Siebel Systems based global deployment roadmap, and assisted in its global implementation for internal users and external users comprising carriers, hand-set manufacturers, and developers.
Benefits
- Obtain a consolidated and consistent view of a customer across all customer touch points by capturing every single customer interaction across all channels
- Provide excellent customer service, attract new customers worldwide, and build customer loyalty
- Enable seamless coordination between sales, customer service, marketing, field support and other customer-touching functions by integrating front-office and back-office applications
- Leverage customer service experiences to personalized products and services