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The client, a mobile operator in Moscow, was experiencing rapid growth — from 2 million in 2005 to 3.3 million subscribers in just over one year. The company required a system that was flexible to support all future subscriber and service growth, as well as a single system that could support the company's entire customer-centric operation. The client implemented Amdocs CRM to solve their business issues. Amdocs CRM consolidates all client data into a single, unified platform and can be fully integrated with existing pre-paid and post-paid billing systems. With the installation, all customer service representatives have access to timely and up-to-date customer data, enabling them to respond quickly to customer requests and provide a high level of customer service in line with global standards. Following the installation of Amdocs CRM, the client experienced not only an increase in subscribers, but it also helped the provider achieve transparency across all operations. Call handling time decreased by 62 percent within a month of the system being introduced. Call resolution time decreased by 60 percent and response time to departmental problems, such as billing-related issues, credits, etc., improved by 80 percent.
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