DIRECTV, Inc. Continues to Drive Improvements in Customer Service and Sales Processes

DIRECTV, Inc. wanted to reduce reliance on a paper-based process for tracking sales and pipelines, which resulted in agents having outdated information and streamline contact center operations to eliminate duplicate calls to multiple locations and to accelerate service. The challenge was to empower a geographically-dispersed sales force with tools to manage consumer sales and a retail network of more than 5,000 dealers. DIRECTV, Inc. implemented Oracle CRM On Demand to provide a centralized repository for more than 600 sales and support representatives and, by integrating with a mobile system from Antenna Software, empower agents with real-time, mobile information.