Russian telco grew 800% after CRM & billing merged
Since deploying an integrated billing and CRM solution from Amdocs at the beginning of 2002, the Russian telecommunications services provider VimpelCom has reported 800% subscriber growth.
Vimpel Communications has recently completed its roll-out of Amdocs CRM system across 65 regions in Russia. Following the deployment of the Amdocs billing system in 2002, with help from Arstel Consulting, the company has fully integrated its billing and CRM systems and optimised its customer service business processes.
The close integration of its systems is a key element of the VimpelCom's strategy of integrated customer management, the ultimate goal of which is to have the kind of systems alignment and business agility that are needed for continued customer loyalty, subscriber growth, and overall profitability.
Amdocs has helped VimpelCom to manage its 800% growth since the beginning of 2002. Since the initial billing implementation, VimpelCom's contact centre efficiency has improved and the amount of return calls has dropped significantly (although no specific figures have been released yet). VimpelCom's IT system support expenses have also been reduced, while one-call customer service resolution has reportedly improved.
"These billing and CRM solutions have enabled us to put our customers where they belong - at the centre of the business," explained Jere Calmes, executive vice president for VimpelCom. "We have been able to focus more on the customer experience, rather than on operational systems."
"VimpelCom's story demonstrates the kind of success that carriers could achieve through real integrated customer management," commented Michael Matthews, chief marketing officer for Amdocs. "By integrating billing and CRM, VimpelCom now has the agility to introduce and support next generation services while providing the kind of flexible price plans that the changing market demands."