Batelco
connects with its customers using Oracle Customer Relationship Management
Posted: 19 March 2003
MANAMA, Bahrain — Oracle Corp the world's
largest enterprise software company, today announced that Bahrain
based Middle East telecommunications leader Batelco has selected
Oracle Customer Relationship Management (CRM) in a major initiative
to enhance and streamline its customer service and customer care.
The Oracle CRM modules selected by Batelco include Oracle TeleSales,
Oracle TeleService, Oracle Sales Online, Oracle Order Management,
and Oracle Service Fulfillment Manager (SFM), are anticipated to
enable Batelco to automate and streamline its business processes
across sales and service channels, resulting in a more customer-centric
and efficient go-to-market strategy.
The new Oracle CRM project will also provide Batelco with a mechanism
to further understand customer behavior and anticipate customer
demand for its telecoms services across all sales and service channels,
and respond quickly to changing customer needs. After evaluating
a number of other CRM applications, Batelco selected Oracle based
on the strength and richness of its telecom-specific processes,
as well as the flexibility in adapting the Oracle technology to
Batelco’s requirements.
Oracle CRM will provide Batelco with an integrated environment
to track its sales opportunities and build accurate sales forecasts,
provide an outstanding multi channel customer service and deliver
speedy fulfillment of customer orders.
“Service is proving to be a key differentiator in the region’s
increasingly competitive telecoms sector, and Batelco’s CRM
initiative is targeted at achieving a more integrated approach toward
serving our customers through a multitude of channels.” Commented
Ibrahim Zainal, Batelco’s Head of IT.
“Oracle’s CRM is expected to give Batelco a single,
updated view of our client base, enabling us to create more targeted
sales offerings while providing enhanced service capabilities,”
noted Soaad Merbati, CRM Programme Manager of Batelco’s IS
unit.
The company’s decision to roll-out Oracle CRM follows its
successful implementation of Oracle Human Resources Management System
(HRMS) which helps improve the speed and cost-effectiveness with
which key human resources processes, such as hiring, appraisal,
and salary planning are performed. While Oracle HRMS enables managers
and executives to make better and more timely decisions it also
enables employees to access and update their staff records and submit
expense claims and training requests in self-service resulting in
a reduction in the administrative burden. In addition, Batelco is
also a major user of Oracle 9iDatabase.
Husam Dajani, Vice President of Oracle Middle East, commented,
“Batelco is an ideal example of a leading Middle East-based
company rolling out a single, integrated solution to automate business
processes both externally and internally for greater customer satisfaction
as well as increased efficiency.”
“Batelco’s selection of the Oracle CRM is allowing
the communications provider to efficiently manage customer interactions,
analyze customer preferences and build a successful marketing, sales
and service strategy,” Dajani added.
Oracle Consulting is managing the implementation of Batelco’s
CRM initiative, drawing on the software company’s extensive
expertise in the business needs of the telecoms sector.
About Batelco
Batelco (Bahrain Telecommunications Company) was established
in 1981 as a Bahraini shareholding company. Over the years, Batelco
has enjoyed a fine reputation for providing world-class telecommunications
and information services to the people of Bahrain and the region
and strives to be the No. 1 choice of provider in the region. Batelco's
shareholders include the Government of Bahrain, quasi-government
institutions, leading financial and commercial organisations, and
Bahraini and GCC citizens. Between them, they own 80 per cent of
the shares with Cable & Wireless (U.K.) owning the remaining
20 per cent.
Batelco’s activities are not limited to the local market
but also overseas through participation in key investment initiatives
for developing regional and international telecommunications between
GCC states and other countries. The company continuously seeks to
develop new growth opportunities in the exciting field of multimedia
and telecommunications. Today, Batelco has joint ventures in Bahrain,
Kuwait, Saudi Arabia, Jordan and Egypt for the provision of Internet
access and data communications services.
For more information see www.batelco.com.
Posted by Richard Price,
Editor Pipeline Magazine
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