MegaFon-Moscow has transformed itself into a customer-centric enterprise. Amdocs CRM is used throughout the organization, at all customer touchpoints, including customer service, marketing, advertising, network operations, product development, and platforms. The company has seen across-the-board improvements in customer service, including reductions in the average time customers spend waiting for calls to be answered, and in the average time spent resolving issues.

Customer loyalty has improved, churn has been reduced, and customer retention has increased. Employee satisfaction has also improved, and personnel churn has fallen.

MegaFon-Moscow will see a projected,cumulative five-year net benefit of $45.4 million, driven by improved efficiency and productivity, and call center cost savings. The project has a five-year ROI of 324% and a payback period of 19 months.

Business Results

• $45.4M projected, cumulated five year net benefit
• Reduced average call duration by 10%
• 21% decrease in total contact time per customer interaction
• 62% less time devoted to after-call handling
• Up to 30% fewer main system problems per week
• 30-35% reduction in duration of main system problems
• 60-80% decrease in number of subscribers affected by main system problems

Benefits

• 80% of contact center calls answered in 30 seconds or less
• Ability to realign corporate resources and increase operational agility to place the customer at the center of the business
• Consolidates all client data into a single, unified platform
• Fully integrates with existing pre-paid & post-paid billing systems
• Seamlessly integrates with existing billing & operational infrastructure
• Access to timely & up-to-date customer data enables agents to respond quickly to customer requests
• Improved satisfaction of contact center staff, leading to a 15% reduction in personnel churn
• Improved efficiency and productivity
• Contact center cost savings