Siebel Systems, a CRM software provider, announced that Vodafone Sweden is using Siebel Communications 7 platform to reduce customer churn and manage service orders and its retail partners.
Vodafone Sweden is moving from a customer-acquisition to a customer-retention business model for its 1.2 million customers. By uniting customer information across channels including the internet, telephone and retail stores Siebel Communications 7 will allow Vodafone Sweden to analyse this information in real time. The company will be able to identify high-value customers and customers susceptible to churn.
Vodafone Sweden will also use the real-time information to segment its customer base and up- and cross-sell services to high-value customers. In addition, the company will offer retention programmes to high-value customers and to customers with a propensity for churn.
Moreover, the subsidiary will use Siebel Communications 7 to automate the retail channel as the more than 600 Vodafone Sweden -owned and independent retailers across the country will browse product service and price information, configure mobile communications solutions, generate quotes, and facilitate online orders.