Telecommunication

Telecoms business is one of the largest and the fastest growing industry. Today the telecommunication company can offer construction of communication objects, installation of stationary phone numbers, provision of phone lines together with local, long distance and international connections, rent of allocated channels, provision of wireless (including satellite) communication, construction of multiservice networks, internet access per dial-up and allocated channels, wireless internet access, satellite navigation, IP-telephony, telematic services, IP transit, emission of communication service cards; connection of payphones, tellers, POS-terminals; IT infrastructural technical support, as well as the number of other services.

Many telecom companies have a distributed structure with large number of separated divisions. Their activity often involves creation of a complex and expensive infrastructure that requires substantial investments. Therefore the integration of their existing systems with billing, client-bank and payment management systems is extremely important.

The growing competition on the telecommunication market makes the customer loyalty the decisive profit-earning factor. Consequently telecom providers are getting more and more interested in CRM solutions.

Implementation of a CRM system allows the telecommunication companies to build a single approach towards customer relations. Independently on the root of customer’s request – by phone via contact center, by mail or via internet site – the company employees will get the similar customer data and the rules of how to operate with this customer. Particular attention is paid to the feedback management including complaints. This allows to decrease time and to increase the processing quality of customers’ requests.

Due to improvements in the analysis quality of consumers, their behavior, and the results of marketing campaigns, the usage of CRM systems increases efficiency of marketing communications. The CRM system segments customers based on several factors, allocates a special offer or a marketing campaign for each segment, and evaluates the efficiency of marketing efforts. Besides, integration of CRM system and a contact center decreases telemarketing expenses.

Finally, CRM systems provide the active utilization of cross-sells and up-sells, efficient control over sales managers’ activities, streamline of internal complex sales processes and adjustment of billing and payment control processes. All these make the telecommunication companies increase their sales productivity.

In order to build a multifunctional information system the communication companies need scalable solutions that are based on modern western business practices and ensure full compliance with Russian accounting, tax and industrial standards. NaviCon Group offers its customers such solutions. We offer modern tools that allow a communication company to organize operative interaction between its divisions in a single informational environment.