Mobile network 3 UK has invested £18 million into a comprehensive framework designed to improve the company’s customer experience system across a number of new channels. The new system will see the mobile provider operate a business intelligence service across the business’s campaign management and CRM systems. The framework will allow the mobile operator to provide a more comprehensive online customer experience for its customers.
The CRM system will offer 3 a better understanding of how its users interact with the brand, while also providing more insight into the customer experience management. The customer relationship management software is designed to aid 3 in doubling its customer base within the next few years.
The importance of a CRM system cannot be over-estimated. We’re frequently reported on how more consumers are choosing to interact with companies across a number of new channels, including email, social media and mobile. The ability to converge all these channels, through email management, e-services and social media business support, provides organisations with the opportunity to offer a unified customer experience across several different mediums.
numero have worked with dozens of international companies, helping organisations such as Cable and Wireless and Argos provide a complete customer relationship management service. Our e-services solution have ensured that businesses can offer a CRM system designed to handle customer volume, connecting new contact channels into one database and prioritising enquiries accordingly. You can read more about our customer management CRM systems here.