Telecommunications Companies -as suppliers of telephone, cable and Internet services- need to relate to their two main customers:

Service Suppliers: Those who enable the company to work smoothly so that it can provide an efficient service to its customers' portfolio. TELESOFT e-CRM provides an exclusive module for this essential service functionality.

Service Customers or Users: Those customers or prospects of the services offered by the companies. TELESOFT e-CRM offers them a complete range of functionalities guaranteeing an efficient service. These customers may be individuals or organizations.

These companies have different channels to contact or communicate with all their customers: telephone, sales force, on-line, etc.

The application of CRM strategies in these companies is determined by their relationship with their different customers in the distribution chain.

B to B Relationship: (Corporate Customer): All kinds of organizations -either state-owned or owned by private capital- with which companies have a direct relationship both with those responsible for hiring the service as well as with users and their needs.

B to C Relationship: (Individual Customer): End User with whom the company has a direct relationship. This important universe formed by family and personal plans has a high degree of demand.

Services can be provided through a free toll line (0800/0810) for queries, claims or additional service orders. Most part of the relationship takes place through mass media advertising or direct marketing promotions..

The most widespread applications in this area are:

TELESOFT e-CRM has the functionalities and technology required to provide solutions in the different areas where CRM can be implemented in Telecommunications companies.
It is important to highlight the degree of integration required by CRM applications in Telcos, especially in terms of rating, billing, collection and service implementation, among others.

TELESOFT e-CRM provides these required integrations through standard integration components or components specially designed for the applications to be integrated based on
COM, DCOM, XML technology, among others.

Relationship with the End User
Another CRM application is Market Research. This can be conducted by telephone surveys or sending survey takers to strategic places or outlets.

Main functionalities:

TELESOFT e-CRM, with its products TELESOFT Sales, TELESOFT Customer Care, TELESOFT Market Research and TELESOFT Collections, TELESOFT e-CRM provides the functionality required by these companies both for Corporate Customers and End Users.

• Management of Promotion Campaigns
  
  
• Order Taking
  
  
• Response to queries, claims processing and referral, with Standard resolution times and workflow included
  
  
• Customer Care
  
  
• Collections
  
  
• Market Research
  

• Contact Center
  
  
• Web access
  
  
• Applications in mobile devices.
  
  

• Marketing (Campaigns, promotions, etc)
  
  
• Sales (Order taking)
  
  
• Customer Care (Response to queries and claims, 0800/0810 End Consumer, etc)
  
  
• Collections follow up with Telesoft Collections.