Consultancy Services for CRM System Design

PT. Dayamitra Telekomunikasi

April 10, 2021

Challenge

Mitratel needed to implement a CRM (Customer Relationship Management) system to increase its long-term growth and profitability through a better understanding of client and customer habits.

CRM is an integrated information system used to plan, schedule, and manage pre-sale and post-sale activities within an organization. It covers all aspects related to prospective and current customers, including the call center, salesforce, marketing team, technical support, and field agents.

Aside from this, Mitratel also wanted to validate and review their BI System e-procurement (BISpro) system, IT tools, and relevant databases to ensure the 100% accuracy of data in accordance with the deadline and service level agreements (SLG) presented in the contract.

Solution

Our agile project method was further sharpened to speed up delivery service. We hosted a workshop with our clients to ensure that they took an active role in developing their solutions. Involving them in the process helped to ensure that their needs are fully met. This also allowed them to test that the CRM was successfully able to operate on a day-to-day basis.

For Mitratel, RPS proposed Competitive Intelligence (CI) services, improved business processes, the addition of a CRM function, and Change Management (CM) so that Mitratel’s business processes would run more smoothly, therefore allowing the company to better analyze customer behavior.

Result

Our multi-stage CRM procurement process with Mitratel has successfully passed the Competitive Intelligence (CI) dan Business Process Improvement (BPI) stage. CRM implementation and Change Management (CM) is ongoing.

Documentation

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