.gif)
Leading Danish utility company chooses Agillic Customer Lifecycle Management (CLM) to encourage take-up of its new WiMax offering
Agillic, specialists in customer lifecycle management, today announced that ELRO, a leading utility and network operator in Denmark offering mobile, fixed line, VoIP and broadband services is to deploy Agillic’s CLM solution.
ELRO’s decision to invest in Agillic’s CLM was driven by its new WiMax offering which has the potential to replace cable and DSL services by providing universal internet access anywhere you go. Just as cell phones have done to phone access. ELRO’s WiMax service will allow its customers to automatically connect their computers to the closest WiMax antenna.
In order to ensure a fast track to market with this new offering, ELRO needed to effectively communicate its benefits and how it works to both its telecom and electricity customers.
CFO Tomas Guldberg Hansen of ELRO explains “A major consideration for ELRO was to find an effective and efficient way for customers to sign-up for our latest service offering. Agillic CLM clearly proved it could help us achieve this by providing a comprehensive self-service solution with additional benefits of improving the way we interact and respond with customers. Every message can now be tailored to fit the needs and requirements of individual customers based on their preferences and responses.”
Agillic’s Customer Lifecycle Management (CLM) solution was chosen as it clearly demonstrated that it put the needs of the customer first to deliver a superior customer experience. The solution to be deployed includes three main elements:
Self-service and online sign-up modules
Agillic’s self-service solution will enable ELRO’s customers to register easily and efficiently on-line by selecting their own preferences and having the ability to follow the status of new orders and current subscription data. It also enables customers to view, browse and sort their billing and call data. ELRO benefits from information inputted here as it can initiate future individualised dialogues based on this data.
Empowering customer service representatives (CSR)
Agillic’s CLM Advisor draws on the data contained within self-service and all other customer touchpoints that a customer may use, for example, SMS or email. This gives every CSR, at the exact moment when talking to a customer, a complete history of all interactions via one system. This data empowers the CSR to allow precise targeting of ELRO’s products and services to both electrical and telecom customers to a personal level.
Increasing cross and up sell opportunities
Offering a diverse amount of products, it was very important for ELRO to be able to take advantage of the cross sale opportunities within its existing customer base. Utilising Agillic’s CLM programmes ELRO will deploy a pre-defined cross and up sale campaign that engages a customer in relevant dialogues following specific customer triggers based on individual customer data. This increases the upsale opportunity significantly as a customer is guided all the way from first interest to final sell with relevant individualised information at times that suit the customer. This ensures the communication is not deemed as an intrusion as it is completely driven by the customer and is proven to increase response rates and take-up of new services.
“This is a very strategic and important win for Agillic. Our solution is already deployed by a number of leading Scandinavian communication service providers but this is our first utility installation. With the exact same challenges of creating loyalty and increasing cross sale opportunities amongst existing customers Agillic CLM exactly meets ELRO’s business strategy” said Mikko Hietenan, CEO Agillic.
Share this article with others
Post to del.icio.us
Printed from http://www.eurocomms.com/online_press/111745/Leading_Danish_utility_company_chooses_Agillic_Customer_Lifecycle_Management_(CLM)_to_encourage_take-up_of_its_new_WiMax_offering.html
Comment on this article
Skip to comments
We encourage users to analyse, comment on and even challenge European Communications's articles, including the one above - 'Leading Danish utility company chooses Agillic Customer Lifecycle Management (CLM) to encourage take-up of its new WiMax offering'
User reviews and comments that include profanity or personal attacks or other inappropriate comments or material will be removed from the site.
Additionally, entries that are unsigned or contain "signatures" by someone other than the actual author will be removed. We will take steps to block users who violate any of our posting standards, terms of use or privacy policies or any other policies governing this site.