National cable networks, NKS

Objectives

• Effective management of the customer base
• Growth of the customer base due to the high-quality automated processing of large volume of requests for connection
• Customer retention

Tasks

• Implement a CRM system and provide its integration with management systems for services and a billing system
• Simplify creation of service packets
• Implement a complete overview of the client
• Provide automation of processing of a big flow of orders
• Provide deep detailing of the order
• Provide the complete customer interaction history

Features of an implementation project

• System implementation in the conditions of business under construction
• Short term from the beginning of implementation before transition in produktiv (9 months) taking into account that SAP CRM of 2007 was in ramp-up
• Difficult integration processes. Integration with a billing system and the system of activation using the data bus SAP PI was carried out

Why SAP

• Existence of industry solution of SAP for telecommunications
• Industry of the SAP solution
• Ready integration with Avaya contact center (not requiring development)
• Existence of ready business processes for a sector telecom
• Presence of reference clients

Project Results

• Became possible to accept in day of 200 and more requests for connection
• It was succeeded to minimize outflow of subscribers due to process automation "The postponed request for connection"
• Stable growth of the customer base about 10% a month
• Processing of the increased number of requests without staff increase of call center operators

Plans for the future

• Start of new services: IP television of new generation and IP-telephony
• System implementation in subsidiary companies in regions of Russia
• Analytical CRM
• The personal account integrated with the Customer Relationship Management System