OREANDA-NEWS. November 13, 2009. Kazakhtelecom JSC started Oracle Siebel CRM to commercial n in one of its branches, Karaganda Oblast Telecommunication Direction. CRM solution will be spread in all regional branches of the company till the end of 1 quarter of 2010, reported the press-centre of Kazakhtelecom.

CRM (Customer Relationship Management), product of Oracle Siebel, is the system for customer relationship management. This solution allows arranging complex corporate information system, automating as front-office operations: sales, services, marketing and partners' relationships management; as back-office: analytics, orders and personnel etc. management, also integration with any customer's IT systems.

CRM implementation helps as min two strategic tasks: increase customers' servicing to retain them and increase, and secure individual approach to customer from his expectations and requirements to the services, provided by the company.

The project envisages replication of this solution in all regional branches of Kazakhtelecom JSC till the end of 1 quarter of 2010.

- CRM strategy is based on advanced managerial and IT technologies, with the help of which company gathers information on its customers, using the information received for company business development, - as noted by Mr.Askar Yesserkegenov, Chief Commercial Director for Kazakhtelecom JSC, appearing at start of the project in Karaganda Oblast telecommunication Direction. - CRM systems are of high demand on competitive market, where a customer is the key target. The main task of this system is increase of business processes efficacy, concentrated in front-office and directed to attracting and retaining of customers – in marketing, sales, service, irrespective of the channel through which contact with customer is performed.

Goal of CRM is to build personal relations with customer. At that a chance on customer's history formation is appeared, starting from customer's connection to company's services, quality monitoring and finishing with solutions increasing customer's loyalty.

Besides market preconditions inside the company there are some factors that promote to new concept implementation with work with customers. Reorganization of front-office services, transition to digital ATS and development of company's network infrastructure are amongst them.

Today billing systems (Amdocs), technical accounting (Small World) and Business Objects are centralized in Kazakhtelecom JSC. Interaction of all systems above is organized with the help of central link of service- oriented architecture on base of Oracle SOA Suite. Thus, the company is developed by means of corporate information system formation, including modern components of different manufacturers.

- There is a policy of centralization of all components of corporate information system carried out in the company for several years- underlined Mr.Marat Abdilbekov, Chief Director for IT of Kazakhtelecom JSC. Within CRM strategy formalization and standardization of main business processes of all branches of the company is assumed, also to strictly delimit the functions as sub-divisions as every employee, to secure complete control of company management over key work sites, to make efficacy estimate of company resources use. At that the most reasonable are requirements to functionality of the system, its integration with operators' center on base of Genesys product as the most effective channel of interaction with customers.

Implementation of Oracle Siebel CRM has been realized by Kazakh Company Yeltal-Borlas consulting.

Realized solution, where Siebel CRM became a part of the common integrated platform, built on Oracle SOA Suite products and joining all information systems in Kazakhtelecom JSC, became one of the first on the territory of CIS countries.