du a relative newbie in the Telco market opened for business in 2006. Having to fight for pole position against competition that had a tremendous head start, was very much aware of the uphillbattle ahead. Matching up to its competitions range of services is just the tip of the ice berg in its march to gain market dominance. The Telco industry being a cut throat industry where customer retention is paramount, compelled du to look for a solution that was customer centric and optimized service across all its outlets.
The Challenges- Maintaining a similar customer experience across all its outlets.
- Assigning service based priorities across selective branch locations.
- Centralized reporting at the Centre.
- Live floor including detailed service statistics.