Increase your customer agility and deliver superior customer experience on-call and in-store, with the CRM system specifically designed for telecom operators.
The next generation CRM should offer a holistic view not only of the customer but also of the experience the customer has had with their provider. Ericsson's aim is to leverage its end-to-end ICT technology and expertise, from networks to consumer devices to render all customer relevant data and funtionality from OSS and BSS in a common, easy-to-use CRM environment.
In practice, this could include integration of mobile and fixed device management applications to enable verification of device settings against reported customer problems, and, if necessary, over-the-air reconfiguration. It could also include the integration of applications that provide intelligence about the customer's network performance experience, as predictive analytics based on this data can accurately determine the individual customer's mood and propensity to churn.
The customer experience is one of the few areas where operators can differentiate themselves, but the patchwork of disconnected legacy back-end systems can frustrate customer-facing staff and customers alike. One of the most common IT objectives is to integrate BSS/OSS systems (e.g. charging and billing systems, Product Catalog, Order Management, Point of Sales) with CRM systems to achieve a holistic view and understanding of the customer base. But very few operators have managed to achieve this, often citing the cost and risk of the required IT transformation. Ericsson Telecom CRM helps you overcome these problems. It lets you deliver a superior customer experience while driving greater operation efficiency and crucially reducing the time, cost and risk of implementation and systems integration. Based on Microsoft® Dynamics CRM and pre-integrated with Ericsson’s suite of BSS & OSS products (e.g. BSCS, CBiO, Ericsson Order Care, Ericsson Catalog Manager) it supports the specific business processes and workflows of the telecom industry and makes sense of the customer information available throughout your organization. You get a holistic, 360+ view of the customer, along with proven tools for marketing effectiveness, sales productivity and customer care. In every aspect, from implementation to use, the Ericsson Telecom CRM removes obstacles from providing the optimal customer experience.
Part of our Customer Relationship Management portfolio, Ericsson Telecom CRM is a true enterprise-class, cost effective, telecom-specific CRM system built on the Microsoft Dynamics® CRM platform. It can support any type of communication service provider – mobile, fixed, broadband and cable, while offering multi-channel interaction, including phone, self-care, point-of-sales, IVR, fax, e-mail and social media. It is pre-integrated with Ericsson convergent charging and billing products, Ericsson Charging & Billing in One, Ericsson BSCS iX, Ericsson Catalog Manager and Ericsson Order Care.Key features include:
Ericsson Telecom CRM draws on our unique understanding of telecom business processes to help you deliver superior levels of experience through customer service, marketing and sales interactions while maximizing operational efficiency. It also lets you dramatically reduce implementation risk in terms of cost and time-to-deployment. Consider Ericsson Telecom CRM if you want to:
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From Network to Customer - Ericsson CRM Vision paper