Celcom Case Study IT

Topics: Customer relationship management, Enterprise resource planning, Customer service Pages: 2 (510 words) Published: November 21, 2013
Celcom, is the oldest telecommunication company in Malaysia. Being the longest in the industry in Malaysia, Celcom are being a leader in this industry by claiming that the coverage of dual-band GSM coverage has reached 99% of Malaysia’s populated areas. Celcom has also emerged as Malaysia’s no.1 Broadband provider as they recorded 857,000 users in year 2010.

Type of Business and Target Customers

Customer Relationship Management (CRM) system can create a database about Celcom’s customers’ relationships so that sufficient details can be obtained easily. Through this system, the management is able to match customer needs with product plans and offerings. Besides the management, customers can also access the information. CRM system enables Celcom to understand its customers’ profiles and behaviours better. This will help Celcom to deliver greater value to their customers (Malaysian Telecommunication Service, n.d.)
The Enterprise Resource Management (ERM) system is used by Celcom to manage user access to its network resources efficiently. Using the same password, users (the company) are able to sign on to different enterprise systems through the ERM software. It makes it simpler for Celcom to control and keep track of which systems, resources each user has access to and provides consistent standards for creating and changing passwords.

Celcom AirCash is a type of mobile bill payment service that can be used for the customers to access and perform their financial transactions instantly. The financial transactions include utility bill payments, postpaid payments and many more. It can be accessed through mobile phones anywhere and anytime. Customers are allowed to transfer money to other Celcom AirCash users, remit money to foreign countries and top up mobile airtime reload to customer’s own number.

Using Transaction Processing system (TPS), customers’ data are recorded via e-commerce or through retail stores whenever they make business...
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