T-Mobile Consolidates CRM

Dutch division taps Amdocs solution to replace multiple customer relationship management systems

San Jose, CA — April 1, 2003 — T-Mobile Netherlands has deployed a customer relationship management (CRM) solution from Amdocs in a bid to improve operational efficiencies and enhance customer satisfaction by providing the company's service representatives with a single, real-time view of each customer.

Formerly known as Ben Mobile, T-Mobile Netherlands — a subsidiary of T-Mobile International, the mobile communications subsidiary of Deutsche Telekom — uses Amdocs' ClarifyCRM solution in its customer care center, where more than 800 T-Mobile customer service representatives (CSRs) now rely on the software to support the company's 1.5 million active business and residential subscribers in the Netherlands.

"We used to have more than a dozen different systems in place to ensure our agents could support our fast-growing subscriber base," said Joop Evers, vice president of customer service for T-Mobile Netherlands. "Training was costly, performance was hindered and inconsistencies were apparent. Amdocs ClarifyCRM provides an integrated CRM system to ensure quality, timeliness and accuracy in every customer interaction."

Amdocs says that out of the box its solution offers the customer service and support functionality T-Mobile Netherlands needs to provide its CSRs with an easy-to-use interface for handling of customer requests. Additionally, ClarifyCRM integrates with T- Mobile's billing system and provides a consolidated front-end solution for streamlined workflow support.

"Customer service is essential in the highly competitive communications industry," noted Peter Hurst, vice president of marketing at Amdocs ClarifyCRM Division. "Industry leaders such as T-Mobile understand the importance of customer service excellence in building customer loyalty and increasing customer retention."