27 april 2009
EZtalk automates subscriber relations using a GMCS solution
GMCS completed the project for the construction of an automated customer relations management system at Simbiotel, a company that provides next generation mobile communication services under the EZtalk brand. 


EZtalk is an innovative service enabling to attain an optimum price to quality ratio when making intercity and international calls using a mobile phone both in Russia and via roaming. As the number of subscribers increased the service provider was faced with the task of supporting an up-to-date client base and increasing the quality of customer service. The management of Simbiotel therefore made the decision to create an automated customer relations management system based on Microsoft Dynamics CRM. The information system based on Microsoft Dynamics CRM 4.0 covers the call centre, sales divisions, marketing and technical services of the communication operator.


As part of the project GMCS consultants automated the full cycle of processing information and technical requests from EZtalk subscribers within the system, starting from their receipt at the call centre and up to their distribution and the requests being processed by operators. Using the new system call centre employees can create predictive dialing schedules in order to inform subscribers of new rates and services, as well as control the execution of these schedules.


Microsoft Dynamics CRM 4.0 integration with the EZtalk billing system was also carried out, thus allowing to receive operative and up-to date data on the account balance, connections and payments made for each subscriber.  The CRM system also automates EZtalk sales processes for both individual and corporate clients. In order to rapidly react to changes on the market, marketing employees can plan and control the execution of marketing campaigns within the system, send out promotional mail to specific subscriber groups informing them of new rates and services.


"The CRM system encourages closer interaction with our subscribers," says Roman Rozenberg, Head of the representative office of Simbiotel in Russia. "Having implemented the system we received a flexible toll, which ensures comprehensive support of sales, customer services and marketing activities."



About Simbiotel


Simbiotel  is the provider of the next generation mobile communication service EZtalk. EZtalk is an innovative service enabling to reach an optimum price to quality ratio when making intercity and international calls using a mobile phone both in Russia and via roaming. The EZtalk “Roaming” services makes mobile communication abroad not just economical, but convenient as well, by allowing the subscriber to keep their regular mobile phone number while using a SIM-card of a local communication service provider. EZtalk services are provided to both individual and corporate clients.

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