Telecommunication services is a rapidly growing and evolving business in Russia with over 10,000 new subscribers added per month and increasing demand for triple play solutions. As the largest cable network provider in Russia with over 4.5 million customers, NCN needed a well established, robust solution to handle the growth and increasing complexity of the business.
In this video, the SAP TV crew visits Victor Pinchuk (Advisor to CEO), Mikhail Berman (IT Director) and Irina Kotova (Director of Contact Center) at National Cable Networks (NCN) in St. Petersburg, Russia to get some insight into their Gartner award-winning CRM implementation of SAP CRM for Telecommunications.
With SAP CRM for Telecommunications, they explain that NCN was able to get a clear and unified view of customer information with no loss or distortion resulting in better service, increased customer satisfaction and sales. In addition, they shared that the unified view has boosted employee productivity resulting in a decrease in the average time of calls. In turn, NCN has been able to handle the growth without increasing the number of call center agents.
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