Feature Article

February 23, 2012

Ericsson and Microsoft Partner for CRM for Mobile Operators

Mobile companies are having a little trouble differentiating themselves as of late. To try and stand out and keep customers – and attract new ones – many companies are turning to a higher quality of customer service (always a customer complaint) to try and set themselves apart.

To this end, European telecom company Ericsson is launching a new product called Ericsson Telecom CRM, which integrates customer relationship management (CRM) and billing for mobile operators. The new solution is tailored to meet the needs of the telecom industry and is based on Microsoft Dynamics CRM 2011 and integrated with Ericsson’s BSCS Ix convergent billing solution. The launch is the result of the strategic alliance between Ericsson and Microsoft that was announced at Mobile World Congress 2011.

Ericsson Telecom CRM will help operators increase customer satisfaction – particularly in the areas of sales and customer care – by reducing the number and length of customer interactions, said the company in a press release. The solution offers operators the ability to integrate billing and subscriber data and functionality in an intuitive user environment to help operators better address the needs of customers who call in for support. In this way, companies can boost customer service while reducing expenses. 

“Integrating billing and CRM systems is a common IT objective for many operators,” said Ralf Guckert, head of Solution Area BSS at Ericsson. “But it is also clear that chief information officers are under pressure to reduce systems integration costs. I am really excited about the launch of Telecom CRM because it meets the need that so many operators have for a highly intuitive, telecoms-specific CRM system that is integrated with billing.”

Dennis Michalis, general manager, Microsoft Dynamics CRM, said, “Operators are facing unprecedented change in how their customers want to do business, and the ability to provide outstanding customer service can make all the difference in attracting and keeping customers. By combining their deep industry expertise with the flexibility and value offered by the familiar, intelligent and connected experiences of Microsoft Dynamics CRM, Ericsson can now provide a better solution to help operators stay competitive in today’s economy.”

For more information, click here.

Edited by Carrie Schmelkin

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