With 3.9 million customers, T-Mobile Netherlands, part of Deutsche Telecom, is one of the largest suppliers in mobile telecommunications for consumers and businesses. As a telecom provider, T-Mobile is active in a highly competitive and dynamic market. In order to offer the best service to customers and to be able to act quickly on market developments, T-Mobile was looking for an effective, overall solution for its sub-brand Ben.
Together with Drupal specialist GoalGorilla, BrixCRM realised a customized solution, based on Sugar, focused on optimizing customer care and supporting marketing, sales and the dealer network.
Sugar connects all Business Support Systems (BSS) and Operating Support Systems (OSS) and offers Ben’s customer service employees an integrated cross-channel customer view (via call center, webshop, dealers, etc.). Sugar provides them with insight into all the relevant customer information they need to deliver fast, accurate and personal service, such as:
- Product information
- Complaints/ problems
- Communication history
- Use and credit ratings
All care processes are controlled directly from Sugar. This makes sure that customers are not only helped in an adequate, but also a fast way. That way, complaints can be handled from a single point, and a sim card can be ordered, activated or deactivated, by means of a single click.
Via a central knowledge base, customer service employees can share best practices, increase their knowledge, and sharpen their skills.
BrixCRM started a cooperation with GoalGorilla, specialist in the web development platform Drupal. Together, we developed a powerful and user friendly platform, that offers customers a profound self-service experience. An interface with Sugar ensures seamless data-exchange between both platforms.
Via the online shop, customers can place orders themselves, or file a request for mobile number portability. This information is transferred directly into Sugar. It is also possible for Ben customers to check their status in the portal on usage, invoices, answers to frequently asked questions and to manage their voice mails.
SUPPORT OF THE DEALER NETWORK
Dealers can place orders via the portal, and see within a few minutes time whether their request has been approved or not. Besides that, they can also integrate their website or application with Sugar, by means of an API. By doing so, they can place orders via their own platform, validate and request mobile number portability. The customer contract is generated by Sugar and can be downloaded by the dealer.
STREAMLINED ORDER PROCESSING
Configurable order workflows within the CRM solution help Ben to manage the order process and to streamline it. In Sugar, multiple kinds of orders can be controlled, such as new purchases, prolong subscriptions and to order sim cards.
Orders can be registered via the online shop, dealer portal or via the own dealer shop/ application.
An order is automatically validated, based on complete information, credit check, and previously cancelled orders or payment history. During the order entry, the customer recognition feature makes sure that the orders are complete. Thanks to the interface with SAP, the order will be put through to the courier delivery. As soon as the package is delivered, the information will be transferred to Sugar via SAP. An integration with several back-end systems makes sure that the subscription can be activated, the number porting runs smoothly and the order is charged in the correct way.
TIME-TO-MARKET: FROM FIVE WEEKS TO THREE DAYS
As a player within the dynamic telecom sector, the time-to-market is highly important for Ben. Therefore, a flexible product catalog was realised to support product management. This facilitates the easy management for marketing and sales professionals, of a large number of products and packs. New proposals and changes in price can be submitted in a fast way, from the back-end to the online shop and dealers. This made sure the go-to-market process was reduced from 5 weeks to 3 days. Thanks to Sugar, T-Mobile can make daily changes in pricing as well.