Magazine article CRM Magazine

Answering the Call: A Russian Telecommunications Company Turns to CRM to Improve Customer Service

Magazine article CRM Magazine

Answering the Call: A Russian Telecommunications Company Turns to CRM to Improve Customer Service

Article excerpt

The Russian cell phone market has experienced tremendous growth in recent years, leaving wireless providers in that country struggling to serve an abundance of customers.

MegaFon-Moscow, a division of MegaFon Group, is one of three telecom providers responsible for providing GSM wireless network coverage for the region surrounding Moscow (GSM is the standard wireless network throughout Europe and Russia). The company entered the GSM market in 2001 without a single customer. Since then, its customer base has ballooned to more than 3.3 million subscribers. As a result, the company decided to install a new CRM system in March 2005.

"We wanted a vendor that wasn't going to give us an off-the-shelf product, so we chose Amdocs ... to implement a solution around our business processes," says Ella Lok-shine, director of customer service and CRM. The company implemented Amdocs CRM, and within two months of the implementation MegaFon-Moscow began seeing results. …

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