KUALA LUMPUR; Feb. 17, 2014 – Celcom Axiata Berhad, the first and foremost mobile telecommunications provider in Malaysia is set to transform its customers experiences through an integrated customer relationship management (CRM) platform, enabled by Accenture and Oracle.
Celcom’s 10 million prepaid customers are now supported by the company’s new platform. Enhanced customer relationship management capabilities 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.
A new retail solution provides Celcom’s retail outlets and dealers with real-time inventory visibility, enabling better tracking and inventory management. Improved system flow-through capabilities from retail to network provisioning allows Celcom to activate its service for prepaid customers in as little as 60 seconds when they register on the new platform.
“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.”
Accenture implemented 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.
“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.”
The integrated CRM platform is based on Oracle Cross Channel Customer Experience Solutions and Oracle Communications Rapid Offer Design and Order Delivery Solution. Celcom is also utilizing Oracle Exalogic Elastic Cloud, Oracle Fusion Middleware and Oracle SPARC servers as the technology foundation to support this enterprise-wide business transformation initiative.
The agreement was signed in June 2012, and the CRM capabilities were launched in June 2013.
“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.
Celcom is the country’s first and foremost mobile telecommunications provider with almost 14 million customers. Established in 1988, it boasts the widest national 2G, 3G and 4G LTE networks, covering over 98% of the population. Currently the largest mobile broadband and corporate services provider, Celcom is now moving towards integrated multi-access and multimedia services, in line with evolving technologies and consumer behaviour in Malaysia. A culture that places the customer first is reflected in our award-winning customer service, products, and other corporate accolades at a regional level. Celcom is part of the Axiata Group of Companies, one of the world’s largest telecommunications companies, with close to 230 million customers across 9 Asian markets. For more information on Celcom, log on to http://www.celcom.com.my.
Accenture is a global management consulting, technology services and outsourcing company, with approximately 281,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$28.6 billion for the fiscal year ended Aug. 31, 2013. Its home page is www.accenture.com.
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