A giant leap for mobile customer mgt

By : |August 31, 2008 0

LONDON, UK: Business Logic Systems, a specialist in customer intelligence, marketing automation and customer loyalty solutions for mobile network operators, has made it easier than ever for service providers to provide superior service to subscribers via their preferred contact channel, as well as link marketing campaigns with the contact centre.

By integrating its powerful InTeleStage Campaign Suite with Oracle’s Siebel Customer Relationship Management (CRM) software, Business Logic Systems is offering contact centre agents a uniquely holistic view of consumers’ accounts, loyalty status and response to marketing promotions, enabling them to be more responsive to subscribers.

The interface also allows marketers to plan and execute up-sell and cross-sell marketing campaigns via the contact centre, by linking directly to the InTeleStage Campaign Suite.

"Customers’ frustration at being kept waiting by call centres is legendary," comments Stewart Goldberg, Executive Chairman, Business Logic Systems. "The new interface between InTeleStage and Siebel enables customer account and marketing data to be integrated seamlessly, giving call centre operators a clearer, more joined-up picture of customer activity. The ability to see, at a glance, all of the actions affecting a customer’s account, and the recent promotions they have responded to, means they can service consumers much more efficiently – and satisfactorily – enhancing the customer experience and boosting loyalty."

Business Logic Systems’ InTelestage Campaign Suite enables marketing departments to access, analyse and act upon customer event data, in real-time, to create a continuous closed loop campaign process.  It delivers the ability to run multiple concurrent campaigns to highly-targeted micro segments, creating an interactive, two-way dialogue with customers, via their preferred communication channel.

All modules in the Campaign Suite have been designed specifically to offer easy integration with third-party systems, enabling platform providers and developers to easily create fully-automated, innovative marketing solutions that increase the value of existing IT investments.

The new Siebel interface enables mobile phone operators to link their customer profiling and marketing software with core CRM systems and customer loyalty information, completing the customer management loop. Importantly, this gives operators a complete picture of the subscriber across all points of contact.

"It is vital that network operators can respond in a joined up way, regardless of how the consumer has initiated contact," Goldberg notes. "This demands integration between back-end systems so that the contact centre agent has a single, complete view of each customer across all points of contact. Without this, an operator can’t hope to offer an efficient, responsive service.

"At a time when the depressed economy is causing consumers to re-evaluate their monthly spending, interest in embracing more attractive calling plans or switching service providers has never been greater. In joining up the marketing and customer management process, we are offering mobile operators a unique chance to head off potential new threats to their business by exceeding customers’ expectations and allowing them to take full advantage of new promotions."

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