HUTCH launches world class CRM solution enhancing customer experience

Complete 360 degree customer service deployed locally

Hutchison Telecommunications Lanka (Pvt) Ltd. has deployed the first most integrated, personalized Customer Relationship Management solution in Sri Lanka with Multiple customer interaction channels for enhancing customer experience.  This is purely aimed at achieving a superior customer experience, via a leading Contact Center solution combined with a personalized CRM solution that has been implemented in collaboration with IT Connect Sri Lanka and Genesys.

Focusing on delivering superior customer experience, Hutch has joined hands with two leading players in the industry of Information Technology that are IT Connect and Genesys to provide the most advanced solution that will deliver the desired customer experience. Through this new system Hutch aims to achieve competitive advantage via technology-fuelled customer experience.

Instead of customer inquiries being solely handled by the customer care agent, this integrated multiport system brings together all latest trendy communication methods that their customers prefer, on a single platform. The system integrates SMS chat, chat line, social media, etc facilitating the busy lifestyles of the customers who are keen on fulfilling their requirements efficiently.

Thirukumar Nadarasa CEO Hutch commented, “The new CRM system is the first most integrated personalized system that has been implemented by a Sri Lankan telecommunication organization. The system is focused on catering to the customer base who increasingly prefer non-voice communication such as web, social media, mobile applications such as WhatsApp, Viber etc. This integrated CRM approach is expected to deliver the most desired integrated communication platform for them in terms of superior quality of service, satisfaction and convenience”.

Through this personalized program the customer service agent will be given access to customer information, billing information, activation and other supporting information in one single user interface which will facilitate to provide the most accurate information to service the customer efficiently.  The implementation of this project would provide more visibility to the management to understand the customer better and escalate quality of service to the end customer. It is expected to provide a state of art experience to their customers, unleashing a brand new era of superior customer care.

ITCONNECT is a solution provider with a global presence, specialized in the IT needs of large, small and medium scale enterprises. Genesys is a leading systems integrator who is well established for providing most suitable IT solutions for customer needs.