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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

Location
Europe

Industry
Telecom

Solutions
SAP CRM Loyalty, SAP for Telecom, Process Integration, BI and Analytics

/Challenge

As a major telecommunications provider, this company wanted to improve its loyalty program and gain better insights from their reporting in order to deliver an improved customer experience.

/Solution

Customertimes implemented several tools to help improve business functionality, including:

  • CRM Loyalty to improve loyalty program management
  • SAP for telecom to streamline operations
  • Process Integration to automate and optimize business processes
  • Business Intelligence to improve analytical reporting

/Results

This Telecom company has significantly improved its loyalty program management, resulting in increased customer satisfaction. They’ve also established a more efficient, effective reporting process, which allows them to gain great insight from their data. The following BI functions have been established:

  • Loyalty program reporting
  • Ongoing marketing effectiveness analysis
  • Traffic reporting
  • Revenue and cost reporting
  • Profitability and negative margin