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S TEL : CRM Implementation

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PCQ Bureau
New Update

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
  • Project Head: Dr. Selvam K, CIO
  • Deployment Location: Gurgaon
  • Team Size: 15
  • Tech Used:Hardware: IBM Servers
  • Expected life: 6 years
Implementation

Partner

Tech Mahindra

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