Large European Telecom Company

This company is one of the Europe’s largest universal telecommunication companies. They provide internet, cell phone, and TV services to more than a million customers.

/Company Profile

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Location
Europe
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Industry
Telecom
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Solutions
CRM, CRM Loyalty, SAP ERP, Process Integration, SAP BI

/Challenges

As a major telecommunications organization, this company needed an integrated solution that would deliver an improved customer experience to their millions of customers. They also wanted to improve and update their loyalty program and gain greater insight into their data.

/Solutions

Customertimes implemented several modules to help improve functionality, including:

  • CRM to streamline their address database
  • CRM Loyalty to improve loyalty program management
  • SAP ERP to improve connectivity
  • Process Integration to automate and optimize business processes
  • Business Intelligence to improve analytical reporting

/Results

This Telecom company now has the integrated BI functionality it needs to deliver a seamless customer experience. These following solutions have been established:

  • Ongoing marketing effectiveness analysis and reporting
  • Ongoing customer reporting, including active, ARPU, and other segments
  • Traffic reporting
  • Loyalty program reporting
  • An integrated interaction center to provide visibility into the customer journey