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

Samart signed a contract with Amdocs as the Solution System Integrator. The Implementation project started on 15th September 2002 according to the above mentioned plan – rapid set-up and deployment to launch the operational solution as soon as possible.

The first phase delivered the operational solution that had been launched on the 1st December 2002 – that means the solution time-to-launch was less than three months and was labeled as the fastest CRM launch.

In the end of January 2003 – the Project Team finished the implementation and testing and launched the second phase of the solution – fat client customizations and the WEB based thin client.

  • The solution had been operated by 300 Call Centre Agents – one hundred for each Telecom Provider,
  • the solution delivered integration with three different billing systems according to the Telecom Provider,
  • The Clarify CRM functionality implemented covered the Sales, Support, Call Centre, eShop and Single View on Customer.

Implementation Team

The CRM Project Team consisted of seven CRM Consultants and two Genesys experts at the implementation peak of the first phase.

In the second phase the project team consisted of CRM consultants exclusively where five of them had implemented the customizations of the Clarify fat client (ClearBasic) and two of them had implemented and customized the Clarify thin client that was implemented for the first time (version Clarify 11.5.1) all over the world.



 

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