Business

Croatia’s Hrvatski Telekom, which services 2.2 million mobile subscribers, 400,000 TV subscribers and 763,000 broadband connections, has tapped IBM for a new consumer relationship management system (CRM), to improve customer interactions and experiences across business and residential, the companies said.

The new CRM platform is based on an Oracle Siebel solution, tailored for telecommunications companies, providing a 360-degree view on all customer interactions, profile and preference data.

“We in Hrvatski Telekom want to stay the leader on the regional telecommunications and digital service market,” said Anamarija Mlinarić, CRM transformation project director for Hrvatski Telekom. “To achieve this, we want to have the best customer experience. We have, therefore, selected IBM as our provider for the implementation of a new CRM system, which is part of our Business Transformation Program, that will have a great positive impact on customer satisfaction. We have chosen IBM on this project, based on their ability to demonstrate market-leading best practices in omni-channel engagement and digital innovation.”

Hrvatski Telekom worked with IBM Global Business Services on the new system, which has IBM streamlining business processes in order to accelerate Hrvatski’s digital transformation, via changes in their client-facing front office activity, as well as critical back-end functions. Reduced costs, delivery of an enhanced customer-focused approach to operations and a more agile organization are all benefits the company expects out of the partnership.

“Telecommunication providers are facing hurdles when it comes to delivering an optimal customer experience as subscriber demands around new technologies and services shift the landscape,” said Damir Zec, country leader for IBM Croatia. “Hrvatski Telekom’s enduring commitment to its customers is demonstrated through the adoption of new, innovative processes and tools that represents the future of process transformation in the digital age.

“We’re working with Hrvatski Telekom to help deliver their required efficiencies and agility while addressing the critical elements of digital change, reducing costs, and operational disruption for higher levels of customer service.”