Implementation of Amdocs ClarifyCRM at KaR-Tel

Project Tasks

Increasing competition, the need for constant improvements in customer service, and the quest for long-term stability were the main motivations for KaR-Tel to launch a project to restructure customer services and corporate sales business processes in June 2005.

Chosen Solution

Implementation of ClarifyCRM system. Provider: Amdocs.

Project Management

AT Consulting specialists were responsible for project management in all implementation phases.

Results Achieved

The result of implementing the CRM system was optimization of the main customer relationship processes, i.e., handling customer enquiries at the call center, and corporate sales processes. Today, 170 users work with the system and more than 10 000 customer enquiries are registered daily.

Customer’s Comments

To quote Magauya Umorbekov, manager of the customer service department, “In record time for a project of this scale, we have acquired a convenient interface completely corresponding to our requirements with respect to customer relationship management, trained personnel, an increase in the productivity of the contact center, an increase in "first call" quality, and the creation of customer loyalty programs based on the customers’ contact history. I was impressed by the harmonious work of the team working on the project and installing this quality product while meeting every deadline. The result has exceeded our expectations."