IDEA Cellular has selected Oracle's Siebel CRM to deliver a unique customer service experience to prepaid and postpaid 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 expanding customer base.
IDEA says it has chosen Siebel CRM over competing applications due to its extensive out-of-the-box communications-specific functionalities, coupled with Oracle's superior architecture, flexibility and scalability.
This is the first time a communications company in India will use a single CRM solution to provide customer service to both its prepaid and postpaid customers.