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Slovak Telecom says it has accelerated service delivery by 83% using Siebel's CRM software
May 6, 2005
SAN MATEO, Calif. -- Siebel Systems, Inc. (Nasdaq:SEBL - News), the leading provider of customer-facing solutions, today announced that Slovak Telecom has accelerated service delivery by 83 percent using Siebel Communications. With strategy and implementation services provided by Accenture (NYSE:ACN - News), Slovakia's leading wireline communications carrier deployed Siebel Systems' communications-specific customer relationship management (CRM) solution to 1,500 staff to create a single, comprehensive customer view and target these customers with complementary fixed-line services. The project has lowered the average period between a service order and service availability from forty days to seven days. The average number of days outstanding for invoices has been reduced from six months to 30 days, and the percentage of abandoned calls has been reduced from 40 percent to 5 percent.
"Siebel Communications is the foundation for our multichannel customer care, service provisioning, and billing system," says Jeroen Hollestelle, Vice President of Customer Care, Slovak Telecom. "When a customer contacts us to order a new product, inquire about an existing service being delivered, or inquire about a bill, the customer can either call or visit one of the retail branches. With this comprehensive view of each customer, we have been able to increase our competitiveness through reduced customer churn and increased customer satisfaction. Siebel Communications has transformed Slovak Telecom into an agile, customer-focused wireline business."
No longer a state-owned monopoly, Slovak Telecom has evolved to focus on improving the experiences of its 1.2 million customers. Previously, when a customer ordered a telephone service, there was no indication of whether the customer would even receive the service, let alone how quickly it would be installed. The company was split into 38 geographic regions, and a reliance on 32 regional customer systems and four billing systems meant there was no integrated view of the organization, minimal understanding of who the customers were, and little insight into which products were being used by which customers.
Working closely with Accenture, a global management consulting, technology services, and outsourcing company, Slovak Telecom deployed Siebel Communications to 1,500 staff to create a next-generation customer care and billing system geared to maximize sales effectiveness, increase customer satisfaction, and optimize productivity. In doing so, Slovak Telecom benefited from the rapid delivery capabilities of the CRM offerings within Accenture Communication Solutions, a comprehensive suite of industry-leading communications solutions that are enhanced with each client implementation. As a result, Accenture, a Siebel Global Strategic Partner, was able to migrate Slovak Telecom's first 60,000 customers within 12 weeks of starting the program to the Siebel Communications product and the integrated Geneva billing system. Today, up to 1,500 staff in the call centers and retail branches use Siebel Communications to gain a single, comprehensive view of the customer.
Slovak Telecom's outbound telesales agents and field sales professionals are using Siebel Communications to increase product use, penetration, and the average product holding per customer. Siebel Communications also enables the company to segment and target customers for outbound campaigns. Prequalified customers are then targeted with compelling wireline solutions. This enhanced business process has resulted in dramatic sales increases. During one campaign for an optional call plan, telesales agents closed up to ten deals per agent per day, equivalent to 5,500 new contracts.
Slovak Telecom
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