Implementation of a Comprehensive CRM Solution

Industry: telecom

Solutions: CRM

ABOUT OUR CLIENT:
The largest telecommunications company in the top 10 largest telecom operators in Russia.

Distributed CRM-system of web-applications which provide abilities to perform user specific tasks regardless of user type (either company employee or company client), the clients in turn divide in two categories - individuals and corporate clients. For employees there is a separate part of CRM system where they store internal company data, collect data about clients (existing or potential), perform required actions which came from clients' requests that were created earlier or help clients to submit such requests if needed. In CRM system clients have their personal office where they can keep track of their account balance, submitted requests etc. and also perform actions like submitting requests, account replenishment, applying or removing services and so on.

Technologies used: EJB, JPA (Hibernate), JSF (PrimeFaces, OpenFaces), JNDI, JMS, JasperReports, Apache POI, Lucene, JBoss, Oracle, PostgreSQL.


OBJECTIVES:
Implementation of a comprehensive solution for:

  •   Contact center and customer services
  •   Order management
  •   Service provisioning management


PROJECT IMPLEMENTATION
During the course of project implementation the following tasks were accomplished:

  •   Concept development
  •   Prototype development
  •   Implementation of functionality of system, integration of the system with a customer contact center.
  •   Integration with internal IT information systems (in regards to the synchronization of contacts, addresses, companies, tariffs and est.).
  •   Testing and system start-up


PROJECT RESULTS:

As a result of this project, company received a comprehensive system allowing them to:

  •   Accelerate the sales cycle, including service provisioning 
  •   Improve service to subscribers
  •   Cut administrative costs and enforce the control over sales and customer care processes
  •   Process customer service needs more efficiently