cIn addition to handling consumer enquiries and complaints, this solution will be used to manage the investigation and resolution of consumer cases internally in accordance to the procedures provided for in the telecommunications law.

Established in 2002, the Telecommunications Regulatory Authority of the Kingdom of Bahrain (TRATRA) works with government, consumers, operators and investors to develop the Kingdom of Bahrain into the region's most modern communications hub and to facilitate the growth of the market.

TRA is responsible for protecting the interest of consumers and resolve their complaints on issues faced with licensed operators. Through this RFP, this organization aims to have a solution that can provide records to all enquiries and receive complaints; track the status of each case and about consumers and service providers; provide the complainants an access to follow on their cases online.

"As the telecommunications market develops with a wide choice of services provided in the Kingdom, we can foresee more inquires and complaints from consumers,” said TRA’s Consumer Affairs manager Ghada Al Qassab. “TRA statistics is a live proof of increasing consumer complaints. Implementing the CRM system will make it easy for us to trace consumer complaints and inquiries and respond to consumers with solutions and information in a better way and in a timely manner."

Those who want to know more about the CRM system RFP can view it on TRA Website at www.tra.org.bh.

Read a related article at TMCnet “Consona (News - Alert) CM v7.0 Recognized with 2011 ISM Top 15 CRM Enterprise Software Award.”