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The user areas of the Amena call centers were using different integration tools, which complicated customer management. Due to the rapid growth of the company and the large volume of customers, it was deemed necessary to significantly increase investment in CRM, including the possibility of transferring the said capabilities to the distributor, starting with those concerned with customer loyalty and retention of corporate customers. The Avanza project originated within Amena (prior to its integration in the France Telecom Group) to establish a CRM system capable of covering 360 of customer management, not only via the traditional call center channel, but also including other channels such as distribution or Web self-service.

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Format:PDF
Date:Apr 2007

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