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Telecommunications Firm Increases Responsiveness, Tops Customer Services Poll

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Executive Summary

Vodafone Iceland's commitment to customer service prompted the organisation to review its disparate Customer Relationship Management (CRM) architecture. As many as 18 back-office and 14 customer-facing systems, with little integration between them, hindered user efficiency and responsiveness. The company worked with Microsoft Gold Certified Partners PerSight and Kogun to implement Microsoft Dynamics CRM 3.0. The software works with add-on solutions to consolidate customer data and place it at users' fingertips, helping them to resolve customer queries first time, 95 per cent of the time. The organisation has since topped a nationwide customer satisfaction index and achieved 20 per cent sales increases amounting to U.S.$21 million.

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