NEWS
The Carphone Warehouse has signed up for CRM on-demand from NetSuite to help it run its Business Solutions division.
Carphone Warehouse has licensed 400 users and said it was swayed by the speed of implementation of the on-demand software as a service model. It will begin by rolling out sales force automation, followed by two further phases of implementation - marketing automation and, lastly, customer support and service.
Alan Rawstron, IT director of Business Solutions from The Carphone Warehouse, said much of the decision rested on the fact server-based on premise software is too "time consuming" and restrictive.
He added: "NetSuite CRM+ offered the only CRM solution that could be installed within an acceptable timeframe."
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1. anonymous
This will be the excuse for their current performance when OFCOM investigate them. "We had a problem, but we're addressing it by putting in the CRM. It'll be fine from now on"
They have a web facility to make a complaint or request, but no email address for customer service; they produce an automatic reply which promises a level of service and then don't respond within their service level.
They fail in basic things, like not setting up customer direct debits and then removing the service because that's what the IT system does when they aren't paid.
Technology isn't going solve their process problems of customer relations management.