Tier 1 European Telecom Company

This company is its country’s largest provider of digital services and solutions. The company maintains a strong presence in all market segments, covering millions of households and mobile consumers, along with government and private organizations.

/Company Profile

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

/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. The following solutions have been established:

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