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Fabrici Management Consulting delivers results that help our Clients to succeed in their work and initiatives.

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We use our expertise and experiences to support our Client's Business to assure their sustainable growth and profit.We serve the Clients with full range of Consulting Services in Strategy, Sales & Marketing, Operations, Risk and Information Technology.

Clarify CRM@Samart - Project Strategy
Article Index
Clarify CRM@Samart
Project Strategy
Implementation Project
Implementation difficulties
Lesson learned
All Pages

Business Analysis

Samart had designed the Business Architecture (Call Centre Organization – Business Processes, Business Rules) of the Call Centre that assured the Agents will act according detailed designed Business Scenarios.

Technology choice

Furthermore, Samart had decided to set-up the Call Centre using the Genesys Technology – proven “best-of-class” Contact Centre solution with CTI capabilities, IVR and other important features. Samart had understood the only way to achieve the QoS requested was to support the Call Centre Operations with CRM Package and they had chosen Clarify CRM.

Implementation approach

In order to deliver the solution quickly two-phased approach of the CRM System implementation had been chosen:

Phase One – Implementation of the “out-of-the-box” solution with minimal scope of customizations to minimize the time-to-launch

  • Language localization,
  • CTI Integration,
  • Data Migration to CRM System,
  • User Training,

Phase Two – Customization of the CRM Solution,

  • “Operational Experience” based Customization Requirements,
  • Implementation of the Thin-Client for WEB based eShop access,
  • Integration with Billing Systems of each Telecom Provider.


Hot News

October 2015 - Fabrici Management Consulting has signed a Contract to deliver Enterprise Application Integration for Transpetrol, a.s.


Septebmer 2015 - Fabrici Management Consulting has signed a Consulting Contract with Poštová Banka, a.s.



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