The capital branch "MegaFon" refused Amdocs CRM. Business in regions

The capital branch "MegaFon" refused Amdocs CRM which was used in the company for several years, and implemented the CRM system of Petter Service company. In contact center of the operator commercial operation of Peter-Service CRM CMS began.

Let's remind that MegaFon and Amdocs concluded the letter of intent on implementation of the CRM system in September, 2003. In December, 2004 development and testing of the Amdocs CRM platform were made. Complete transition to the platform to MegaFon Moscow networks was performed during the first quarter 2005, and then a system was implemented also in regional representative offices.

Based on Amdocs CRM all data on clients were consolidated in capital MegaFon, besides, it was integrated with the available systems of billing pre-paid and post-paid of services. About why MegaFon refused the solution Amdocs, in the company openly do not intend to speak. In response to a request of TAdviser representatives of the press service of operator said that this information is not disclosed. As well project budget.

However, in official release concerning start of a new system it is spoken that it is designed "increase service quality of subscribers and also unify business processes in the centers of sales and service of subscribers". Also it is reported that implementation was preceded by the detailed analysis of business processes of capital branch.

Works on Peter-Service Crm_cms.velis installation step by step. From August to December, 2010 the pilot project within which integration of a new CRM system with the existing IT systems of contact center (Avaya) was carried out was implemented. At the beginning of 2011 the new CRM system began to be used on the platform of contact center in the city of Bryansk, and in July the platform in the city of Tula passed to it.

In a new system automatic registration of addresses of subscribers based on actions is provided in a billing system and also implementation of a system based on the web application that simplifies operation and accelerates processing of the user information. The set CRM system completely maintains functionality of billing of MegaFon as which supplier the Petter Service company also acts.

As the Chief information officer of capital branch of MegaFon Igor Kosyrev commented on TAdviser, "the main advantage of a system is its flexibility and a possibility of direct interaction with a billing system as both solutions are developed by one vendor". According to him, the CRM system of new generation from "Petter Service" based on web technologies ("thin client") is for the first time implemented in the Moscow division. "We share operating experience with colleagues. Shortly they also plan transition to the new version", - he noted.

Peter-Service CRM_CMS this own solution "Petter Service", a system use about 30 telecom operators in Russia and the CIS. The CRM system with similar settings (web interface) to which passed capital branch of MegaFon is operated in Kyivstar, SakhaTelecom, Summa Telecom and Aquafon (Abkhazia). Also system implementation to several more operators, including foreign is planned.

As for other representatives of the Russian cellular "big three", the CRM system of Amdocs CRM at which MegaFon worked earlier is used also in network of VimpelCom. MTS uses Oracle Siebel CRM.