In preparation for the opening of the European telecom markets the client, a national telecom operator, had to make the transition to a more customer-oriented organization. The most important step in this transition was the introduction of new billing and customer service systems and processes.

ARA develops a Customer Relations Management strategy by mapping the current customer relationship processes, developing scenarios for future processes and identifying preferred scenarios with the client. Then clients identified implications of the preferred scenario: outlined the high level technology requirements, implications for existing systems, provided costing estimates, and identified a group of potential suppliers.

As a result of this work, the client had a clear vision of the direction for Customer Relations Management. Knowing their CRM requirements and having identified a group of potential vendors, the client was able to implement a Customer Relations Management program designed to increase revenue per customer and enhance repeat business.