News : Celcom Transforms Its Customer Experience With Oracle Communications
Boston, MA, March 26, 2014 -- Celcom Axiata Berhad is transforming IT to enhance its customer experience with Oracle Communications solutions and Oracle Communications Consulting.
Celcom Axiata Berhad, a mobile communications service providers (CSPs), has embarked on an IT transformation project to enhance customer experience through an integrated customer relationship management (CRM) platform, enabled by Oracle Communications Cross Channel Customer Experience Solutions, Oracle Communications Rapid Offer Design and Order Delivery Solution, and Oracle Communications Consulting.
The transformation project spans call center, customer database, online portals and dealer management solutions -- consolidating customer information in a single view to enable Celcom to improve and accelerate customer service across online, call center and retail channels.
Oracle Communications Consulting experts played a crucial role in helping Celcom meet its customer satisfaction goals by providing strong program governance, advising on best practice approaches and working with Celcom to improve deployment speed, enhance its customer experience and reduce operational costs.
"Meeting customer demands and exceeding their expectations will inevitably improve customer satisfaction and enable us to stay ahead of the competition. We are pleased that Oracle's advanced solutions will help us to implement a business transformation strategy to help ensure our technology, processes and people are on track to deliver the best results to our customers," said Suresh Sidhu, chief corporate and operations officer, Celcom Axiata Berhad.
"Oracle is pleased to support Celcom's business transformation success by helping to enhance its multi-channel customer experience and improve service efficiency with an integrated CRM platform. We look forward to discussing Celcom's innovation strategies during Oracle Industry Connect," said Bhaskar Gorti, senior vice president and general manager, Oracle Communications.
Posted by Veronica Silva Cusi, news correspondent
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Oracle’s solution for software companies enables companies to provide customer service and efficient sales operations, while helping to ensure ordering, fulfillment, and revenue recognition. With Oracle’s integrated software, companies can improve your ability to cross-sell and up-sell by centralizing customer information, as well as enhance the customer experience across all channels.
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.
Published: Thursday, March 27, 2014
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