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MultiChoice uses CRM to deliver strategic services capability

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MultiChoice has selected Microsoft Gold Certified partner, IS Partners, to implement a Microsoft-based CRM and Customer Care Framework (CCF) solution. The initial phase of the project will see the roll-out of contact management and customer care capabilities to assist with call resolution and to consolidate customer information from various applications.

MultiChoice South Africa operates a digital satellite Pay television service in the country,  with  over 1,5-million customers subscribing to its DStv bouquets.  The company also owns the very successful MWeb and has interests in SuperSport and MNet.
Heath Turner, CRM Director at IS Partners, explains that MultiChoice needed a solution that would support a multi-channel customer interface and provide workflow capabilities. It will further support the needs of a multi-customer contact centre and 850 users.
“The billing system is currently used for contact management and call resolution. This puts immense pressure on the transactional system, affecting service resolution and the Call Centre agents’ ability to effectively log complaints,” he says.
Account information, for example, resides in the billing system, which means agents are required to log into a separate system to extract relevant customer information for each individual query. This results in a time-consuming process of flipping through several applications for problem resolution.
The implementation of a customer care framework will ensure improved response times and service deliverables by presenting information from all relevant applications in a single user interface – thus requiring only a single log-in. “All applications relevant to a customer or query will be displayed through one user interface, as well as all historical data relevant to that customer,” Turner says.
The customer care framework will also ensure agents only have to enter customer details once, obviating the need to re-enter details with each new query. It will also provide the ability to group company applications from its various operational divisions for future customer unification requirements.
Turner says that while the project will initially be implemented throughout the MultiChoice customer contact points, the expectation is to extend this to include other businesses within the group. “CCF will allow each organisation to leverage opportunities between the various companies’ customer base. This is achieved by presenting a single view of customer information across the various businesses."
MultiChoice will address a number of key business drivers with the implementation of this solution set. Microsoft CRM and the customer care framework will ensure that the company can offer services through a connected business. The CRM system will also integrate into all services being offered, as well as those created for future application in a unified way.
IS Partners has over the past 18 months worked closely with MultiChoice to determine the suitability of Microsoft Dynamics CRM and CCF within its environment.
“IS Partner’s knowledge and experience of the Microsoft platform and their effective demonstration of the solution’s capabilities made them the obvious implementation partner,” says Errol du Preez, MultiChoice CIO.