Wataniya recruits Oracle for CRM

Kuwait-based mobile operator Wataniya Telecom has handed a contract to enterprise software giant Oracle to revamp its customer relationship management (CRM) system.

  • E-Mail
By  Richard Agnew Published  June 29, 2003

Kuwait-based mobile operator Wataniya Telecom has handed a contract to enterprise software giant Oracle to revamp its customer relationship management (CRM) system.

Under the deal, Oracle will implement CRM Modules of its E-Business Suite into the core of Wataniya’s new call centre, which the operator claims will allow it serve more than 750,000 subscribers.

The implementation will include Oracle’s teleservice, telesales and telemarketing modules, to provide personalised and proactive customer service, including expedited resolution for any reported problems.

Wataniya’s service agents will also use Oracle’s service fulfilment manager (SFM) to remotely configure and test mobile services for
customers, while also tracking service requests.

The move, Wataniya says, will allow its customer service employees to access the complete history of each subscriber through the phone, e-mail and web.

The operator is also implementing a data mining project using Oracle’s 9i database and application server, to better understand customer trends.

“As Wataniya charts its aggressive expansion strategy both in Kuwait and throughout the region, it’s vital that we maintain the confidence of our subscribers through an understanding of changing customer needs as well as rapid response and resolution of any problems that may arise,” says Sean Rabbitte, Wataniya’s director of customer care.

“The CRM project will enable us to better understand the needs of our customers, and enable us to proactively create new services to meet those requirements,” he adds.

Add a Comment

Your display name This field is mandatory

Your e-mail address This field is mandatory (Your e-mail address won't be published)

Security code