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The solution is a CRM application that integrates all channels except posted mail into one unified desktop. The software is based upon the Microsoft DNA/.NET approach to building distributed systems. The solution helped a large wireless telecommunications provider successfully migrate 840,000 customers from one billing platform to another and sign them up for multi-year contracts. At the same time, eTelecare reduced the client's cost per accept by more than 56 percent, and enabled customers to migrate plans from their homes instead of requiring them to travel to a client retail outlet, something the client originally did not consider possible. The proprietary CRM system helped eTelecare's agents increase their accuracy, reduce average handle times and provide superior customer service. During peak months, eTelecare handled more than 120,000 calls, resulting in about 72,000 renewals. Compared to the previous vendor, eTelecare achieved a 56 percent per-renewal reduction, saving the client about $27 per retention. Overall, renewal rates have almost doubled since eTelecare started the program. In addition to the savings it offers, eTelecare's proprietary CRM system also enhances the customer experience by helping agents provide faster, more accurate service.
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