AT&T Wireless fixing glitch in CRM system

AT&T Wireless Services said it is still recovering from a glitch caused by the rollout of a customer relationship management...

AT&T Wireless Services said it is still recovering from a glitch caused by the rollout of a customer relationship management software system that prevented customers from activating their phone service.

A company spokesman confirmed that an unspecified number of new or upgrading customers attempting to turn on their GSM/GPRS services experienced significant delays, alerting the company that there was a problem with the CRM system.

Typically a phone service is activated in minutes, but some customers are still in the backlog list, he said.

The company, however, declined to explain what caused the problems.

While the spokesman would not offer specific details on either implementation partners or the CRM supplier involved, AT&T Wireless  announced in 2001 that it would standardise its customer-facing operation around Siebel Systems software. The spokesman refused to comment on Siebel.

"We agreed not to discuss our partners or suppliers. It's not the issue. This is our responsibility. It doesn't matter who developed it," he said.

However, he described the CRM software as improving productivity by enabling store representatives and others in the company to access "much more robust information about our customers".

Marc L Songini writes for Computerworld

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