Customer Relationship Management (CRM) challenges in Telecommunications

Telecom operators are often plagued by over-capacity and debt. With a saturated subscriber base, there is enormous pressure to continually introduce new products and services.

This transformation of the industry from supporting few products to supporting many in a rapidly evolving marketplace drives significant complexity in:

• Marketing;
• Sales;
• Service strategies.

CRM is a strategic focus in the Telecom industry; a means of differentiation and a solution for managing growing complexity and costs.

At Response Marketing, we're accustomed to handling:

• Telecommunications sales;
• Customer retention;
• Customer service.

We've repeatedly delivered superior results while lowering costs.

• We draw upon our clients' best practices, incorporating them to our improvement program;
• We staff your applications with highly-trained agents backed by weekly coaching;
• Online reporting and a single point of management contact keeps you up to date on the program at every stage;
• Our program teams continuously seeks out ways to add value, whether it's revising a cumbersome sales script or recommending new retention approaches.

For sales and service, Response Marketing Telecom Solutions delivers results to help your customers and your bottom line.

Response Marketing's range of services specific to the Telecommunications industry includes:

Wireless Solutions:

• Billing questions;
• Account updates;
• Customer saves;
• Lost/stolen phone resolutions;
• Adding/deleting promotions & features;
• Promotion/plan clarification;
• Contract inquiries;
• Programming phones;
• Rate plan changes;
• Equipment and feature instructions.

Order Solutions:

• Provisioning;
• Data entry;
• Customer care;
• Customer acquisition;
• Customer saves;
• Affinity marketing;
• Customer activation;
• Global large business ordering processes.