Rogers Crm
Introduction
Customer Relationship Management is a process implemented by a company to handle its contacts with its customers, clients and sales prospects. It involves using technology to organize, automate and synchronize the business process inside the company. It’s done to help the organization retain its existing customers, entice new customers to join and helps its employees to get information about products, customers , clients in a more faster and efficient way.
We have chosen Rogers Communication Inc., leading telecommunication provider in Canada particularly in the field of wireless, cable, home phone and Internet.Rogers Wireless is Canada 's largest wirelesscommunications services provider, under the Rogers, Fido, Chatr Wireless and Cityfone brand names, with approximately 7.1 million voice and data subscribers.Rogers Cable is Canada 's largest cable television service provider with approximately 2.3 million customers. Rogers Media owns Canada 's largest publishing company.
Amdocs, the leading provider of customer experience systems provides CRM software to Rogers. Rogers is currently using Amdocs CSE 7.5. The Amdocs customer management system allows Rogers to provide a personalized customer experience and improve first-call resolution for wireless, cable and telephony customers across Canada. The system provides customer care agents with the necessary technology to maximize the value of each customer interaction while providing efficient service. The Amdocs customer management system is built on the Amdocs smart client framework, which offers improved performance and operational efficiencies that further reduce costs.This system has offered essential technical support to representative of customer services, while making them offer the valid service, maximize customer’s value each time.
Is it strategic?
Yes, It is strategic because the company has suffered from weak and unpredictable information about their customers and as well as intense
Customer Relationship Management is a process implemented by a company to handle its contacts with its customers, clients and sales prospects. It involves using technology to organize, automate and synchronize the business process inside the company. It’s done to help the organization retain its existing customers, entice new customers to join and helps its employees to get information about products, customers , clients in a more faster and efficient way.
We have chosen Rogers Communication Inc., leading telecommunication provider in Canada particularly in the field of wireless, cable, home phone and Internet.Rogers Wireless is Canada 's largest wirelesscommunications services provider, under the Rogers, Fido, Chatr Wireless and Cityfone brand names, with approximately 7.1 million voice and data subscribers.Rogers Cable is Canada 's largest cable television service provider with approximately 2.3 million customers. Rogers Media owns Canada 's largest publishing company.
Amdocs, the leading provider of customer experience systems provides CRM software to Rogers. Rogers is currently using Amdocs CSE 7.5. The Amdocs customer management system allows Rogers to provide a personalized customer experience and improve first-call resolution for wireless, cable and telephony customers across Canada. The system provides customer care agents with the necessary technology to maximize the value of each customer interaction while providing efficient service. The Amdocs customer management system is built on the Amdocs smart client framework, which offers improved performance and operational efficiencies that further reduce costs.This system has offered essential technical support to representative of customer services, while making them offer the valid service, maximize customer’s value each time.
Is it strategic?
Yes, It is strategic because the company has suffered from weak and unpredictable information about their customers and as well as intense
References: CRM Done RightBy Darrel K Rigby and Diane Ledingham Amdocs(http://www.amdocs.com) Rogers Annual Report 2010 (www.rogers.ca)