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In this blog, you will be getting an insight into the telecom industry CRM solutions to acquire profitable customers and CRM functions in telecommunication industry.

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Telecom CRM

Telecom industry CRM

It is important to understand the CRM Functions in telecommunication industry. Communications companies are experiencing challenging times to keep operating costs low. They strive to increase customer share, enhance customer retention and raise revenues with new service expansion. To overcome these challenges, telecommunication companies are investing in CRM strategies and software. CRM solutions for the telecommunications industry provide telecom companies with competitive ability by supplying the tools to identify and withhold profitable customers.

Now let us look at the important CRM functions in telecommunication industry.

CRM functions in telecommunications industry

Telecom industry CRM software has particular supplementary functions, except for conventional account, contact and activity management in telecommunications industry. Telecom CRM systems assist in controlling customer churn as they study data gathered from other functional spheres like sales and service. Elinext Group has worked out several functions crucial for CRM systems engaged in telecommunications industry

CRM functions in telecommunication industry are listed below

Database of the customer

It allows rendering data exchange productive due to the explicit customer profiles that provide all needed data including facts and figures concerning interactions via e-mails, letters, phone calls, etc. Total unification with billing, order, service and financial management systems allows gathering information and arranging inquiries competently and fast. The incredibly simple usability adds more value to the customer database.

Customer care and billing system

It makes billing information easy to access and transform. It allows observing customer histories, checking out invoices and accounting balances. The system accepts payments, makes credit advice, and reconnects services. Moreover, it instantly responds to requests for information. It also distributes booklets with product description and contract details.

Problem solving system

It helps to solve service issues by bringing about trouble tickets, reviewing, singling out, and escalating problems. The system assists in mitigating issues and closing trouble tickets.

Dispute Handling system

It creates a guided solution for each complaint in a customer centric view. The case contains all relevant information – such as who is involved, links to transactions and optically archived documents, access to a notes function, and a history of the dispute.

Detection of follow-up activities and tracking of cases

It implies a well-tested process via workflow to authorized handlers.

Marketing tips

It allow launching highly focused campaigns, adjusting products to supposedly most concerned customers. They increase profitability and decrease costs. CRM aims at optimizing the productivity, profitability, and effectiveness of marketing campaigns and promotions through audience segmentation tools, lead management and reporting.

Management of Sales and contract

It is based on the required functionality to reduce the sales cycle trends. It also increases revenues, maximizes productivity and optimizes direct, indirect, and online channels. It helps to plan and forecast sales activities with greater accuracy and organize territories according to a range of criteria, such as size, revenue, product lines, or strategic accounts.

Partner relationship management

It makes shares critical information on sales forecasts, order flow, and delivery schedules. It ensures that everyone is working toward total customer satisfaction and following common marketing strategy.

Commissions-management functionality

It enables to create incentives for company’s partners. This makes it possible to roll out new products and services quickly and easily, supported by innovative remuneration models.

Analytics features

It give a window into every aspect of customer-related strategies – so it is precisely clear what works and why.

James McFarlane

Author James McFarlane

Distinguished experience of over 25 years in CRM consulting and implementation projects of all sizes. Extensive background in telecommunications, IT, Banking industries enables me to have a profound view on large integrations and CRM systems.

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