Cape Town-based television broadcaster, eTV, has commissioned the Call Centre Business Unit of National Data Systems (NDS) to implement a Customer Relationship Management (CRM) solution. NDS is a member of the JSE-listed Fintech group of companies.
By implementing Encompass, one of the leading CRM offerings available in the market today, eTV will now be able to provide a centralised in-house service to their viewers, providing information on scheduling, promotions, tuning and viewing preferences.
The initial function of the call centre was to provide a collection and reporting capability for viewer complaints, a prerequisite of eTV`s broadcasting licence. Custom developed reports enable them to meet their obligations at the touch of a button.
"The system has also enabled us to understand more about our viewers, which has proved invaluable for strategic planning," says Wandile Zote, Head of Corporate Affairs for eTV.
Jezreel Manuel, Manager of the eTV Customer Care Centre, says Encompass was selected for several reasons.
"We were confident NDS had the ability to deliver quickly and to meet our requirements both now and in the future. We planned the Call Centre to evolve from being a cost centre to a profit centre within 12 months of its inception.
"We liked the modularity of Encompass and how it could grow with us," continues Manuel.
eTV owns the rights to large archives of material, from news to current affairs, that will be available directly to the public through the Call Centre. Instructions to copy programmes to tape will be sent directly via email from Encompass on an on-demand basis, thus eliminating the need to hold expensive stock.
"Our ability to respond quickly, supported by a product that is functionally rich and that can be easily and quickly customised, enabled us to win this business." says Andrew Powney, NDS Call Centre Sales Manager, Cape Town.
"We enabled eTV to go live within one week of the order being placed, a testament to Encompass and the skills and professionalism of our Call Centre services team," continues Powney.
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