Idea Cellular Limited, India’s leading cellular operator that is a part of the US $24 billion Aditya Birla Group, in association with Oracle has planned to implement the Siebel CRM (Customer relationship management) application across the country. This will ensure a satisfactory customer service experience to prepaid and postpaid mobile phone subscribers.
IBM, Idea’s strategic outsourcing partner is expected to undertake the implementation and meet the rapidly expanding customer base through addressing the challenges arising from Idea’s extensive channel and dealer network.
“I am confident that all IDEA customers will benefit significantly from our selection of Oracle’s Siebel CRM, which will undoubtedly be another first in the Indian communications industry,” said Prakash Paranjape, chief information officer of IDEA.
He added, “In India there are more than 85 per cent pre-paid connection users and they should also be provided with end-to-end solutions. The applications would enable us to treat customer base as one single continuum.”
Idea has around 22 million subscribers from 11 existing circles of operation and plans to launch its mobile service in two new circles – Mumbai and Bihar.