Celcom Axiata Malaysia, transforms its customers experience management through an integrated customer relationship management (CRM) platform, enabled by Accenture and Oracle. The solution enables enhanced customer relationship management capabilities that bring together customer information in a single view, enabling faster and more accurate customer service across Celcom’s channels including online, call centers, “Blue Cube” network of retail stores and authorized dealers.
Accenture brings its world-class Accenture Delivery Suite, which provides the methods, tools, architectures and metrics to enable Celcom to achieve a complete view of its customers and connects with them more efficiently and effectively across multiple markets and channels. And the integrated CRM platform is based on Oracle Cross Channel Customer Experience Solutions and Oracle Communications Rapid Offer Design and Order Delivery Solution.
““Our customers’ needs are continuously changing and evolving, and it’s imperative for us to streamline our business processes and improve the way we interact with our customers and serve them better,” said Dato’ Sri Shazalli Ramly, Chief Executive Officer of Celcom Axiata Berhad. “With innovative solutions provided by Accenture and Oracle, we are on track to deliver the best results to our customers and gain a competitive edge to strengthen our business performance in the long run.”
“To be taken seriously by customers, especially in today’s highly competitive environment, communications service providers must deliver an engaging and consistent customer experience, with personalized service and offerings across all channels,” said Gene Reznik, senior managing director, Accenture’s Communications, Media and Technology Group, Asia Pacific region. “Accenture is committed to assisting Celcom with its transformation journey by enabling it to be more responsive and customer-centric than ever.”
“Oracle is proud to play a pivotal role in Celcom’s business transformation project, and we look forward to supporting its future IT initiatives to improve the customer experience, increase innovation and help reduce costs,” said Bhaskar Gorti, senior vice president and general manager, Oracle Communications.
Source - Accenture
