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CRM glitch still plagues AT&T Wireless Service

AT&T Wireless Services continues to struggle with a three-week-old glitch in an upgraded customer relationship management  software package, a company spokesman admitted yesterday.

The glitch affects new customer sign-ups in AT&T Wireless' service featuring Global System for Mobile communication (GSM) and General Packet Radio Services (GPRS), one option for its customers.

GSM, widely used as a digital mobile phone system in Europe, is available to AT&T Wireless North American customers, but only about three million of the carrier's 22 million customers use it, said AT&T Wireless Services spokesman Mark Siegel.

The CRM software is preventing AT&T Wireless from signing up GSM/GPRS customers, but AT&T Wireless will offer credits to those customers. "We're going to try to do the right thing for customers affected by it," Siegel said.

The CRM software glitch will not affect most customers attempting to switch service to AT&T Wireless after wireless number portability rules went into effect on Monday, Siegel added. Most of those customers are not signing up for the GSM service, and customer numbers this week have been "brisk" but not overwhelming.

Siegel declined to speculate when the glitch would be fixed. "As you know, in the software business, you're never through with anything," he said. "We're just moving as fast as we can."

Grant Gross writes for IDG News Service


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