MultiChoice is nearing completion of phase two in implementing a Microsoft CRM solution in all its walk-in centres across the country, as well as its call centre in Randburg.
The second phase of the project, which involves rolling out the integrated Microsoft CRM solution to regional offices and call centres, is to be completed by the end of this month. Phase one consisted of migrating and integrating subscriber data between the legacy and new system.
Microsoft Certified partner IS Partners is responsible for implementing the solution, which will provide agents with a unified view of a customer on a single screen when dealing with subscriber queries.
MultiChoice CTO, Errol du Preez, says for the company to be more in touch with customers and effectively resolve customer issues, it needed to change and upgrade its existing CRM solution and billing system, or be left behind.
The company is integrating its existing billing system as well as its CRM solution - a third party application developed internally by one of MultiChoice's sister companies - with Microsoft's Dynamics CRM and Customer Care Framework solution.
According to MultiChoice, the aim of the roll-out is to integrate the company's existing CRM solution with the Microsoft-based CRM solution, while also integrating its current billing system with the overall CRM system from two databases.
The company is also taking a phased approach to implementing the solution across its various centres to “minimise the impact on users and subscribers, and gently introduce them to the new system,” says Du Preez.
The next phase is scheduled for completion within the next 18 months, which will also allow more electronic marketing opportunities for the company.
“We are not taking a big bang approach to get all functionality in at once,” says Du Preez. “We don't want too much functionality to overwhelm users, so we will add functionality progressively to a point where we have full caller line identification in the call centre. Our CRM strategy is constantly evolving and we already have ideas to implement in future.”
Du Preez adds that integrating the billing system into the new CRM solution is crucial and that the company will introduce more unified communication methods, such as SMS billing statements and cellphone payments, within the entire solution. “That is what our customers are demanding and we need to give them every option available to make their experience with us as easy and delightful as possible.”
According to Du Preez, the company had challenges regarding the migration of all the data, due to the sheer volume of subscriber data.
Training also posed a challenge, as MultiChoice had to provide hands-on training on how to use the system to all users, as opposed to simply theoretical training.
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