Powered by TMCnet
| More

Cable Technology Feature Article

April 29, 2010

National Cable Networks Enhances Employee Productivity with SAP CRM

By Anuradha Shukla, TMCnet Contributor

National Cable Networks (NCN), a large cable television provider who operates cable networks in major cities throughout Russia, has chosen SAP (News - Alert) for Customer Relationship Management.

SAP offers a comprehensive and consistent industry approach to allow customers, partners, and individuals to accelerate innovation and improve return on investment. The reason behind the choice is to enhance productivity and help provide service to its cable television, telephone and internet subscribers.

National Cable Networks was honored with the high-status CRM Gartner (News - Alert) Award for their utilization of the Customer Relationship Management. It's the first-ever Russian implementation to win the said award.

National Cable Networks, working in a dynamic and competitive marketplace, has become aware of the need to invest in technology so as to keep market leadership and deal with the quickly increasing demand for digital television, Internet and VoIP telephony services. The cable television provider required a solution to combine billing, service activation, customer information and infrastructure management systems in one united customer interaction center to provide better service to their existing customers and continue expansion.

The SAP Customer Relationship Management application is part of the SAP Business Suite. It plays a key role on enhancing the productivity and service in the cable television provider's customer service organization. This helps advisors solve customer problems by providing them access to subscriber information quickly.

Additionally, advisors easily have the information they require to let their customers know about the latest products and services. This helps them keep and expand subscriptions. The SAP Customer Relationship Management application has also helped lessen the length of calls which helped boost National Cable Networks' customer satisfaction.

Watch the SAP TV video, "NCN: Winning Customers in Russia" to know more about how the National Cable Networks is utilizing the SAP Customer Relationship Management application to enhance employee productivity and help keep existing customer and gain new ones.

Anuradha Shukla is a contributing editor for TMCnet. To read more of Anuradha's article, please visit her columnist page.

Edited by Patrick Barnard