| Leveraging Siebel CRM to achieve sustainable competitive advantage for an integrated telecom service provider |
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| The idea |
| Increasing data integrity across customer life cycle |
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| The client |
| An integrated telecommunication service provider having International backbones and nationwide network reaching more than 230 million people. |
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| The business challenge |
| The client wanted to optimize and unify the business processes, across 15 countries (3 continents) with approximately 300 users, there by enhancing the marketing, sales & service effectiveness and have single customer view. There was a need to support 32 products and bundles with complex business and pricing rules. |
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| The solution |
Wipro partnered with the client to
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Define common business process to support the customer life cycle |
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Provide enhanced capabilities for marketing, sales and servicing by increasing data integrity across customer life cycle using Siebel as the key technology tool |
Client was using Siebel 6.3 with very limited functionalities. Wipro successfully completed migration of Siebel Application from Siebel 6.3 to Siebel 7.5.3 to leverage on Siebel’s new technology and to implement additional business & technical requirements. We were responsible for end to end implementation of project which included requirement analysis, technical design, development, deployment, user training, post deployment support and documenting process manuals. |
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| Business benefits |
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Through the CRM program the client enhanced capabilities for marketing, sales and service functions by increasing data integrity across customer life cycle using Siebel as the key technology tool |
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Leveraged technology enablers to integrate all resources and deliver the desired experience, through multiple customer/owner touch points |
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