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News : Celcom to Improve Customers' Experiences Through Integrated CRM Platform
Kuala Lumpur, Feb 17, 2014 -- Mobile telecommunications provider Celcom Axiata Bhd has partnered with Accenture and Oracle to transform its customers' experiences through an integrated customer relationship management (CRM) platform.
The agreement was signed in June 2012, and the CRM capabilities were launched in June 2013.
The integrated CRM platform is based on Oracle Cross Channel Customer Experience Solutions and Oracle Communications Rapid Offer Design and Order Delivery Solution.
The enhanced CRM will offer the customer information in a single view, enabling faster and more accurate customer service across its channels including online, call centres, "Blue Cube" network of retail stores and authorised dealers, the telco said in a joint statement Monday.
Celcom Axiata Chief Executive Officer Datuk Seri Shazalli Ramly said with innovative solutions provided by Accenture and Oracle, the telco is on track to deliver the best results to its customers and gain a competitive edge to strengthen its business performance in the long run.
"Our customers' needs are continuously changing and evolving, and it's imperative for us to streamline our business processes and improve the way we interact with our customers and serve them better," he said.
Posted by Veronica Silva Cusi, news correspondent
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Celcom Axiata Berhad, formerly Celcom (Malaysia) Berhad, is a subsidiary of Axiata Group Berhad. Celcom Axiata Berhad provides mobile communication services for customers in Malaysia. It offers voice, mobile broadband and email, roaming, and IDD services, as well as telemetry and fixed wireless desk phone solutions. The company also provides a unified messaging service that allows users to view a fax message via Web; and AirCash services, which provide instant access to money via client’s mobile phone.
Accenture is a global management consulting, technology services and outsourcing company. Accenture collaborates with its clients to help them become high-performance businesses and governments. With deep industry and business process expertise, broad global resources and a proven track record, Accenture can mobilize the right people, skills, and technologies to help clients improve their performance.
Published: Thursday, February 20, 2014