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Customer Centric Solutions
Dial S for Service
There’s virtually no other branch that supports as many customers as telecommunications suppliers do. In 2009 there were 108 million cell phone connections in Germany alone, posing a real challenge to CRM systems.
Facts & figures
- 78 per cent of Germans today have at least one mobile communications contract (according to a study by TNS Infratest, 2009).
- Global revenue from the mobile communications market stands at EUR 578 billion (forecasts by the EITO market research institute in February 2009).
- In 2010, a Gartner survey determined that customer satisfaction is the most important objective for companies when using CRM systems, followed by the acquisition of new customers.
Technology
- CRM systems for telecommunications service providers must meet particular requirements.
The huge numbers of customers with telecommunications companies make tough demands on their provider’s service, expecting competent support when it comes to devices and rates as well as fast processing of orders. For the providers, good customer relations are critical in light of a largely saturated and fiercely competitive market. That’s why they are dependent on high-performance, sector-specific systems for Customer Relationship Management (CRM), which support them in marketing, sales and service.
Caller ID recognition or quick access to the customer history in the CRM system are no longer sufficient to convince today’s customers. Modern solutions therefore provide employees with real-time decision guidance. Say an operator is talking to a customer who knows their stuff when it comes to the Internet or SMS. CRM will suggest faster broadband access in the first instance and a calling plan with SMS flat rate for the latter.
Customer management from S to XXL
The customer-centric solutions from T-Systems support the choice of appropriate CRM complete solutions, both for large mobile communications suppliers and for smaller cable network operators. The ICT service provider analyzes the technical requirements, implements an appropriate solution and takes on maintenance and services. Whether they are using standard solutions from SAP, Siebel or Amdocs or applications they have developed themselves, companies benefit from the Deutsche Telekom subsidiary’s experience in the sector.
