CLARIFY CRM USED BY RELIANCE
About the CRM
Amdocs Company offers a solution of Clarify eFront Office system. Clarify is a component system which covers the needs of relationships with customers in the field of telecommunications, finances, industry and the public sector. The Clarify system fills the conditions of an industrial standard and can be adapted to the customer s needs in a short time - in cooperation with experienced and qualified partners. Clarify eFront office is a collection of integrated applications which work under a single database. The individual modules can be used independently, although it is optimal to combine several modules. This brings a significant move in the quality of solution. The user always works with a unified user interface which only extends the particular function with installation of new modules. Clarify offers marketing tools for individual demands of each user. Data administrated in the Clarify system are able of complex analyses of the customer s behavior. Clarify guarantees that the customer will always get the offer or service to correspond his actual needs and demands.
New features
In the latest version of Clarify e Front Office, the standard modules were completed with means that support the electronic form of communication with the principles of self-service zones mainly WEB, email and chat communication channels. It is based on COM/COBRA objects of eResponse for the atomization of e-mail connections (e.g. generating answers, etc...). Module eOrder serves sales support and eConfigurator is targeted for an order atomization.
Customization
A big advantage is the possibility of adapting each application by using visual instruments which are part of the product. This package of instruments includes the blank editor, data vocabulary editor, API Toolkit and a programming language Clear Basic. Using these tools gives the developers and business analysts the control over operation, business rules, and visage and data structure of specific CRM applications.
Clarify eFront Office modules
Clear Call Center
A solution for the inner, outer and mixed call centers. It also helps in marketing campaigns. This is the Application Used by Reliance Customer Service. *333
Clear Support
A fully integrated solution for the customer s demands and issue management, a system of escalations thorough complex workflows. This module addresses the basic problems of contemporary times quality and effectively increases in the service offering rather well. This Module is used by WW and Web express and POS and Reliance shop
Clear Quality
A complete solution for quality management
Clear Helpdesk
A module for a support of system administration
Clear Sales
This solution offers a support for working with strategic partners, directing the whole cycle of sale opportunities, generating and versioning of offers and database solutions, services or products offered by the company and the management of marketing campaigns. When you go to pay bill at the WW, this is the Module that is used. It s very powerful.
Clear Logistics
This module is made up of four components: Field Operations Order Operations Spares Manager Depot Repair
Clear Contracts
A solution for atomization of the process of managing flexible contracts and agreements at service level.
This is how exactly your account is handled, right from Billing, to Activating and deactivating your services. It s all done automatically BY Clarify. It s a beautiful, yet powerful tool that takes care of everything from prepaid service to Postpaid.
Swot Analysis Strength Highly focused on Indian Telecom Market Leadership in fast growing Cellular Segment Huge Network Coverage Fast Activation Process Strong Financials Reliance is another name of Trust & Ethics Highly successful in the minds of common man Weakness No separate strategy for rural market
Distribution channel is not accurately categorized Small players giving strong competition in different segmentation like call rate, GPRS, SMS Packs, Broadband Internet, etc Customer lists not tested Some gaps in range of certain sectors Customer service staff needs training
No separate strategy for rual market
Low Entry Cost Commission Structure Fast Activation Process Network Connectivity Data GPRS
Weakness Branding Image Distribution problem
Limited product portfolio- Only Mobile Lack of Competitive Strength Limited Budget
Opportunity Preference of GSM over CDMA New Specialist Application Rural Telephony New Market, Vertical, Horizontal Competitors` Vulnerabilities
Threat Political destabilization. New Entrants IT Development Market Demand Seasonality, Weather Effects
