S Tel was keen on automated workflow, and against any kind of time consuming
manual efforts. Besides cost, another crucial requirement at S Tel was an
integrated application to avoid the complexity of using multiple service-related
applications that result in ambiguity and inaccuracy in information; not to
mention the duplication of information and effort. They were interested in a
solution provider which can provide end-to-end management of customer life
cycle, call centre, campaign management, loyalty management, customer
verification. In addition they wanted a solution which can provide customized
management information, automation of the supplementary process which can enable
faster customer service delivery. As a Greenfield project, the focus was
directly on solutions which can provide integrated solutions for users at
minimal cost. The CRM solution helped in acquiring right customers, servicing
customers with industry best hold time, complaint management with an average SLA
of 4 hrs and enable customer transactions in minimal time period. Some of the
benefits that the company has been able to enjoy because of the implementation
are: customer hold time has been cut by 10 percent, calls are shorter by 20
seconds thereby lowering the service staff by 20%, it combines 7 disparate
applications, streamlines business processes, enables quick and efficient
reporting, reduces number of training sessions, and enhances customer
satisfaction.
Project Specs |
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Implementation Partner Tech Mahindra |