May 30 (SeeNews) - U.S.-based technology giant IBM said on Tuesday it was selected by Croatia's biggest telecommunications operator Hrvatski Telekom [ZSE:HT-R-A] to modernise and manage the company's customer relationship processes by implementing a new Customer Relationship Management (CRM) system.
"With an accelerated growth and complexity of converged telecom offerings combined with growing customer demands and implementation of convergent offers, Hrvatski Telekom decided to implement a new the CRM system which is expected to raise the user experience to a better level and drive the company's digital transformation," IBM said in a press release.
The CRM system will introduce a unique data storage and processing system for all HT customers, with the aim to encompass business, residential, prepaid and postpaid users.
The new CRM System is part of Hrvatski Telekom's Business Transformation Program, Anamarija Mlinaric, CRM transformation project director at Hrvatski Telekom, is quoted as saying. "We have chosen IBM on this project, based on their ability to demonstrate market-leading best practices in omni-channel engagement and digital innovation," she noted.
As part of the agreement, IBM will help streamline business processes that can accelerate the company's digital transformation through changes in their client-facing front office activity as well as critical back end functions. The expected outcomes are reduced costs, a more agile organisation and delivery of an enhanced customer-focused approach to operations.
IBM will work with Hrvatski Telekom to implement a single CRM platform based on an Oracle Siebel solution tailored specifically for telecommunications that will provide a 360 view on all customer interactions, profile and preference data, as well as marketing hub functionalities.
Hrvatski Telekom serves 2.2 million mobile subscribers, almost 1.0 million fixed lines, 408,000 television services and 763,000 broadband connections.