AT&T Mobility

• "Amdocs CRM is our standard CRM application, used by 35,000 service professionals to manage every contact that comes into our call centers."

BEA Systems

• Reduces end-user cost, time and effort managing support and maintenance.
• Improved productivity.

BT Design

• By the end of last year, BT Design was handling approximately 1.5 million cases a year - up from 500,000 just three years ago. Amdocs CRM has enabled BT Design to reduce handling time for each case by minutes. BT Design calculates it will save US$960,000 (£600,000) if handling time is reduced by two minutes. But if that is reduced by 5 minutes per case, the cost savings leap to US$2.4 million (£1.5 million) every year.

BT Wholesale

• "We use Amdocs as our service management platform to meet the needs of over 30 million customers in the UK."

H&R Block

• Meanwhile, the company had chosen Amdocs CRM as its scalable, web-ready CRM solution to track and route customer inquiries- whether they come in by phone, email, the web or in person-in the company's newly consolidated customer contact center.
• "Amdocs CRM's power to navigate within the application in a variety of ways provides added flexibility."
• "Instead of having to back out of the application and start over, advisors simply navigate a few screens, and click on a button to complete the task they need. Amdocs CRM's power to navigate within the application in a variety of ways provides added flexibility."

Halton Borough Council

• Amdocs CRM is Halton's platform for making services much more accessible, and handles 100,000 phone calls and 5,500 face-to-face contacts every month. Anyone contacting the council, in person or by letter, phone or email, now communicates with a dedicated customer service team, which uses Amdocs CRM to access an integrated, single view of each resident and a gateway to all of the council's services.

Intuitive Surgical

• Amdocs CRM provides Intuitive with a single view of its customers, and has significantly improved both customer service and how the company manages the complex inventory supply and repair processes. Since deploying Amdocs CRM, Intuitive has reduced costs while enabling its growing staff of field engineers to deliver faster service with less administration.

LodgeNet

• Before deploying Amdocs CRM, LodgeNet's customer service team toggled between multiple databases, putting customers on hold while searching for information. Today, service representatives handle technical issues on the first contact because they have everything they need at their fingertips, delivered through the single, integrated Amdocs CRM system. They can review equipment configurations and documentation that enable the resolution of many problems while speaking to the customer. If field technicians must be dispatched, representatives can also review contracts to determine whether a service is chargeable, and initiate orders for any needed parts.
• When dispatched, technicians from one of 27 North American field offices log into Amdocs CRM and review the customer's service history, current request, and the steps already taken by the customer service team. As a result, they can evaluate possible solutions and be well prepared when they arrive at the site. Amdocs CRM's renowned escalation and workflow management ensure technicians with the right expertise provide timely service and meet the company's service level agreements (SLAs).
• To manage its complex contracts, which are customized for each hotel operator, LodgeNet uses Amdocs CRM to consolidate information that formerly had to be accessed from three different legacy PC applications and manual processes. LodgeNet's Amdocs CRM Program Manager says, "Amdocs CRM provides a single front-end Enterprise Customer Management solution that is the foundation of our customer service and support system. We've also seen increased synergy and overall effectiveness across our sales and marketing organizations as a result of managing contracts as an integrated part of the system."

Megafon Moscow

• Improved satisfaction of contact center staff, leading to a 15% reduction in personnel churn.
• Improved productivity and efficiency.

Mobilkom Austria

• "The more you know about your customer, the easier it is to keep him happy. That is one of the advantages of billing and CRM together. With the CRM and billing products of Amdocs, we have full control of our customer base. We use one Amdocs system with the same 360° view of the customer to track all contacts with the customer. It improves our position on the market and, by giving us a full view of the customer, it helps us offer our customers new services."

Motorola

• Motorola created a single diagnosis-to-dispatch system using Amdocs CRM across its technical support operations, resulting in improved customer service, increased ability to meet and exceed SLAs, and reduced resolution times. Today, 5000 people access Amdocs CRM from 7 sites in Europe, Asia, and North and South America. They manage more than 6000 cases and 640,000 inbound and outbound interactions a month. Previously, with the disunited systems, it was very difficult to measure cases or interactions.
• "We have improved SLA commitment to our customers because Amdocs gives us a single, logical view of all the network resolution centers while allowing us to still maintain a local presence. Today, technical support staff follow the same processes, and use the same software and database. They can easily pass cases between different technical support centers to utilize skill sets, and they have access to all the previous cases no matter where they are in the world, giving them much better access to knowledge about how similar cases where resolved."

Office Max

• "OfficeMax has experienced increased customer satisfaction, quicker response time and cost savings with its 3,000 customer-facing employees using Amdocs ClarifyCRM to personalize interactions with more than 50,000 customers each day."
• "In the past, we were not able to track and resolve cases in a satisfactory response time. Now, whenever a case opens, the customer gets a call back on its status within 24 hours and each case is resolved, on average, in 1.9 days. When we started, there were many situations that would take weeks to resolve. In addition, we have set some very difficult speed and performance targets, and Amdocs CRM has met them all."
• "With Amdocs CRM we are able to put our business focus on the customer, and provide our customer service and sales representatives with a far greater ability to meet our customers' needs. It really empowers those individuals to make better informed decisions at the points of interaction with the customer. This reduces the time the customer has to be on the phone and information technology reduces follow up time, which both contribute to increased customer satisfaction."

Reliance Communications

• The Amdocs Contact Center solution is helping RCOM tie together all its lines of businesses, interaction channels and customer-facing processes to give agents the information they need to deliver a consistent, intentional customer experience.

Sprint Nextel

• Improved customer service and cost savings: "In our care center operations, as we reduced our call handling time from 7 minutes down to 5 minutes, we're talking millions of dollars. We have yet to estimate the total impact of all the savings associated with the care center, but we've already seen millions of dollars of savings on a monthly business."

T-Mobile

• "Our agents were not happy because they had to learn and use 15 different systems. Sometimes they had six systems open on their screen at one time. This caused a lot of mistakes with customers too: they had to call repeatedly and were not happy. Now all our customer contact is handled by Amdocs CRM, which fulfills our vision of every agent having one-screen access to the customer data. Amdocs CRM gives us a single view of customer information on one screen with all the customer data contained in the one system."
• "After using Amdocs CRM for only two weeks, the call duration dropped significantly: it took 30% less time for the call and follow-up work."

Telekom Austria

• "Amdocs also contributes to improving our performance and productivity in the call center. With Amdocs CRM, our agents now have quick and easy access to information from more than a dozen backend systems, all on one screen. As a result, we were able to reduce our call center costs by 33.7% in one year. By providing a single view of all customer records, we have greatly improved the first contact resolution ratio. The quality of customer interaction and consequently customer satisfaction have considerably improved. With Amdocs CRM we are able to resolve more than 85% of all customer queries on the first contact."

TelstraClear

• The software's ease of use is driving this rollout. "With Amdocs CRM you have a lot of control over how your application looks and feels. Non-technical call center reps want a simple, easy-to-use interface, and Amdocs CRM is very easy to customize so we can create easy-to-use tools."
• "The success we've had taught us is that the right software doesn't need much modification. Amdocs CRM's built-in features mean we can quickly deploy the industry's best practices. That speed and sophistication is what our company needs to thrive."

VimpelCom

• "To capitalize on the exploding Russian mobile market, VimpelCom chose Amdocs billing to support voice and data services. Now with over 20 million customers, VimpelCom also relies on Amdocs CRM to provide premium customer service. Together with Amdocs, VimpelCom has achieved the agility and customer focus needed for continued success in the evolving market."
• After one month, 80 percent of VimpelCom personnel were using the Amdocs CRM system. Call-center operations improved by several percent within the first months of operation, and customer return calls dropped by over 30 percent.

Vodafone Romania

• The single platform for all our billing improves our ability to offer a lot of services, cross-sell, and generate new revenue from our existing customers by adding more value. It helps us give comprehensive service to customers when it comes to recharging their accounts, making payments and choosing payment methods.

Yorkshire Water

• Amdocs CRM captures two million phone, email, fax and letter customer contacts annually and creates a personal profile for each customer. Amdocs CRM has been fundamental to improving customer service by enabling us to centralize, view and analyze customer information from a single point, so we can deliver a much more informed and efficient service to customers.
• Call center rated "One of the Best Places to Work in the UK".

View Amdocs "Success" Section at their website.