IDEA Uses Oracle

Oracle today announced that IDEA Cellular Limited, a leading mobile operator in India and a part of the Aditya Birla Group, has selected Oracle's Siebel CRM to deliver a unique customer service experience to pre- and post-paid mobile subscribers across its entire operations in India. IDEA's strategic outsourcing partner, IBM, will undertake the implementation, which on completion is expected to address challenges arising from IDEA's extensive channel and dealer network and meet its fast-expanding customer base.

IDEA is focused on enhancing the customer experience and service delivery, and plans to increase its customer base rapidly over the next three years from its existing 22 million subscribers. The operator currently provides mobile services in 11 areas with plans to expand into two new areas -- Mumbai and Bihar. With the help of its IT infrastructure outsource partner, IBM, IDEA will adopt an enterprise-wide CRM system spanning all lines of business in India. A sign of convergence, this is the first time a communications company in India will use a single CRM solution to provide customer service to both its pre- and post-paid customers.

IDEA chose Siebel CRM over competing applications for several reasons including the extensive out-of-the-box communications-specific functionalities, coupled with Oracle's superior architecture, flexibility and scalability.

"IDEA has been on the forefront of adapting cutting-edge technology to exceed customer service expectations. In doing so, we have adopted a collaborative approach to partner with the best-in-class application technologies available to streamline and enhance our business processes. I am confident that all IDEA customers will benefit significantly from our selection of Oracle's Siebel CRM, and our decisions to converge pre- and post-paid care, a first in the Indian communications industry," said Prakash Paranjape, chief information officer, IDEA.

Source: www.lightreading.com

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