OREANDA-NEWS. December 15, 2010. CenterTelecom OJSC has carried out tests of its new system of sales of the company's broadband Internet access services installed by Svyazintek OJSC in October 2010.

The first stage of the CRM system implementation has been completed by CenterTelecom and Svyazintek in the second quarter of 2010. The companies automated information servicing processes, claims management, interactions with potential customers. End-to-end client servicing processes have been unified and automated. CRM modules providing these processes have been put into operation in all CenterTelecom branches.

At the moment CenterTelecom holds beta testing of the following components of CRM: presales operations and sales support, marketing campaigns, quality control (SLA). The company checks if these components conform to its requirements.

Automated end-to-end process of sales of broadband Internet access services has been put into operation in the company's pilot sales centers for mass customers.

The CRM solution has been developed by Svyazintek on basis of Amdocs software for CenterTelecom and other Svyazinvest's mega-regional telecommunications companies. It has been implemented in the company given Svyazintek's experience in collection and analysis of business processes in telecommunications companies, and implementation and maintenance of complicated information systems in Svyazinvest companies. Joint work with CenterTelecom's IT unit, its commercial and technical departments allowed Svyazintek to expand the basic functions of Amdocs CRM system. Svyazintek's specialists were actively communicating with CenterTelecom; it allowed considering specific features of telecommunications business and developing CRM solution quickly.

Vaagn Martirosyan, General Director, CenterTelecom, said: "CenterTelecom's new CRM system is a complex integrated solution providing unified information space for qualitative end-to-end implementation of the company's customer relations processes."

The second stage of implementation of CRM solution in the company is planned to be held in the second quarter of 2011. CenterTelecom will complete automation of all processes of marketing and sales including sales of service packages.