Comprehensive support of sales and customer service for digital TV platform
Objectives and challenges:
- Deploy the company in just 3 months including sales network preparation, defining product offering and building IT infrastructure
- Market differentiation on offer and customer service quality
- Completely automated and centrally managed sales process
- Business process design and comprehensive, “mission critical” IT system implementation for over 3000 users to support core company functions such as points of sale, customer transaction monitoring, rating for billing system, provisioning management and tens of other highly automated processes.
- Broad integration between CRM system and 20+ other applications such as billing, provisioning, financials, logistics, document archive, payment processing, ACD and IVR.
- Other functions of the system included collections and selfservice portal.
- Technologies used: Siebel Communications & Media, Siebel Sales, Siebel Quotes&Orders, Siebel Product Configurator, Siebel Pricer, Siebel Partner Portal, Siebel CTI, Siebel Billing Management, Siebel Schedulling, Siebel EAI
- Areas covered: Order Management, Contact Management, Contract Management, Point of Sale, Selfcare, IT Architecture Design, CRM-ERP integration, CRM-Billing integration, Contact Center, Customer Data Integration (CDI), CTI
- Operations launch including sales and full customer service within 3 months of project start
- Acquiring 500K customers within 2 years
- High level process automation excludes invalid orders
- Complete control over independent sales network and collection of above market average customer insight eliminates all possible fraud
- One version of truth about each single customer allows for best in class customer service across channels
- ClientDigital, satellite TV platform operator