8el in CRM Project finals of Information Management 2001 Awards
Reading, UK, November 4th, 2004 --- An innovative approach to customer services, and the development of a specialist in-house CRM (Customer Relationship Management) platform, has earned 8el a place in the CRM project finals of the IM2001 Awards. The success of the project represents another milestone for 8el, a quality-based Integrated Access Provider.
When the CRM platform was in the discussion and conceptual stage, it was clear that an off the shelf product would not provide the required levels of functionality and flexibility. As a result, 8el 's CRM platform was built in-house based on the Remedy Action Request System template.
Justin Hamilton-Martin, Managing Director of 8el , commented: "8el delivers quality-based telephone and data communication services to companies in the UK and acts as the single point of contact for all queries. High quality, pro-active customer services lies at the core of 8el's business, therefore a bespoke CRM platform was fundamental. By using the Remedy/Peregrine template we were able to build a single, integrated suite that structures and flows company information very effectively. Most importantly, the 8el CRM platform has the flexibility to grow and evolve with 8el ensuring our customers will always benefit from high levels of service."
Remedy/Peregrine Corporation developed the software. A spokesperson commented on 8el's recent qualification:"It is a pleasure to see our solutions utilized to achieve tangible business benefits. By incorporating the Remedy/Peregrine Action Request System, 8el is delivering high-quality customer service that underpins their reputation in the converged communications marketplace."
The CRM platform provides a good basis for efficient customer services in an industry where excellent service is integral. 8el has deployed a system that logs every communication from an initial cold call through to installation of customer equipment and fault logging. The processes are automatically regulated and the action request system has in-built escalation procedures to ensure all queries are addressed quickly and efficiently.
The CRM platform is one of the many areas that have been specially developed to ensure 8el delivers customer satisfaction. 8el also provides web billing, giving customers visibility of all telephone calls - calls can be viewed within one hour of making the phone call - real-time visibility.
Services that 8el provide include digital voice services, Internet connections, CCTV surveillance and real-time remote data storage solutions. These are all delivered using 8el's intelligent freeport exchange platforms that converge telephony and data services and transport information over private leased line connections. Services are bespoke for each customer and built as scaleable solutions.
Qualification for the final stage of the CRM Platform Award is testimony to 8el's dedication towards advancing the standards of customer services in the telecoms industry. It reflects 8el's pledge to deliver services that drive industry standards.
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