Vodafone has completed an overhaul of its CRM system that serves enterprise customers.
Martin Dawes Systems completed the upgrade of Vodafone’s customer management systems at its UK Enterprise Business Unit (EBU). This involved the implementation of the latest version of dise3G, Martin Dawes’ end-to-end billing and CRM solution.
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The Vodafone EBU provides a range of communication services and products for UK enterprises. These are supported by dedicated business customer support centres that use dise3G to manage customer requests and queries.
Vodafone said the upgraded system would improve customer service handling and build the cross-selling of products and services, helping the operator reduce customer churn and increase ARPU (average revenue per user).
The software will be used by over 270 Vodafone customer care agents in the EBU call centre.
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