Smart Telecom go-live with new contact centre solution from Graham Technology
Smart Telecom, the second largest Telco in Ireland, has gone live with an innovative contact centre solution from Graham Technology which will enable the company to provide a higher level of customer management and service to its growing customer base.
The solution from Graham Technology provides Smart Telecom with a single, integrated desktop application for their customer service representatives (CSRs) and has been rolled out across the whole of Smart Telecom's sales, order entry and customer care departments, with up to 150 CSRs using the system at peak times.
This follows on from the sales force automation (PDA) system, which was delivered earlier this year. The two solutions together allow Smart to manage the full customer lifecycle, from the sales agent on the door, through to post-order customer management.
These new solutions provide Smart Telecom with full visibility and tracking of all customer correspondence by utilising Graham Technology's leading-edge contact centre technology. It allows customer services representatives to have full access to all customer information at all times and ensures that customer interaction is a straightforward process. The solution enables sales staff to efficiently manage the complete sales process, from prospect management to close of sale and electronic capture of required information (including a photo of a 'proof of residence' document and the customer's signature).
Ciaran Casey, COO at Smart Telecom, spoke about the project: "Smart Telecom's requirements were for a solution that would underpin outstanding customer service and enable us to have world-class systems to support our rapid growth. Graham Technology has delivered exactly that."
Fiona Graham, Director of Graham Technology, said: "Working with a dynamic company like Smart Telecom enabled Graham Technology to use our latest technologies and innovations to provide Smart Telecom with superior customer-facing processes that reflect the strong customer service ethos of the company."
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Editorial note on Graham Technology:
Graham Technology (www.grahamtechnology.com) specialises in contact centre software and services. Enhanced customer service is achieved through catering to the exact needs of the organisation. Cost to serve is reduced through efficiency savings and cutting-edge self-service options such as Web, IVR, SMS and Instant Messaging.
Since 1986, Graham Technology has worked with blue-chip organisations striving for operational excellence and, in partnership with Graham Technology, they have realised exceptional return on investment.
Headquartered in Scotland, Graham Technology has 9 global offices, supporting a worldwide customer base. As a beacon for innovation and commitment to delivery, Graham Technology has become recognised as one of the most visionary CRM solution providers in the world.
Editorial Note on Smart Telecom:
Smart Telecom plc is the second largest provider of corporate, SME and residential telecommunications services in Ireland. The company offers homes and businesses the highest quality voice, data and broadband telecommunications services at the lowest possible rates.
Smart Telecom employs 480 people in Ireland, making it the third largest employer in the Irish telecommunications sector. The company is also the second largest provider of telecommunications services to the Irish public service.
Smart Telecom recently raised €55.2 million in new funding (November 2005) which will be used to deliver the aggressive rollout of the company's corporate and residential services in Ireland. Smart Telecom has also been offered Ireland's fourth and final 3G licence (November 2005) and will launch the new service this year. This is a mobile telephone service with 3G capabilities.