Telecom NZ looks to BPM to coordinate customer loyalty plans

Visibility across different systems

Telecom NZ has streamlined order management and billing by implementing business process management (BPM) software across a number of different systems in a bid to speed up the way new customers sign up for service.

The telecommunications provider is looking to improve customer loyalty programs in a bid to generate more revenue.

The company has implemented Savvion BusinessManager 7.0 to rapidly change service offerings as business changes occur, ensuring that customers are offered the right offering every time.

The company's global IT manager, David Gorman, said it is important to deploy the latest technology to improve the way it does business with new and existing customers.

Gorman said Telecom NZ is looking to improve customer loyalty and generate visibility across the organization.

He said selection was made after a detailed review of the leading BPM vendors. The value of the deal was not disclosed.

Savvion vice president of telecommunications, Sanjay Kumar, said order management and provisioning is a critical process that many companies in the communication's industry are looking to improve.

"In a customer-centric business like telecommunications, streamlining customer and network order management as well as the network provision process is critical to maintaining customer loyalty and growing revenue," he said.

"With this solution companies can coordinate efforts across different systems for complete end-to-end control and visibility."

Telecom New Zealand International provides the full range of telecommunications services to retail and wholesale customers with offices in Wellington, Auckland, Sydney, London, Tokyo, New York and Los Angeles, as well as additional switch sites in Melbourne, Frankfurt, and Miami.

Since its inception in 1987, Telecom New Zealand has become has become one of the largest telecommunications companies in Australia and Asia-Pacific.

More than 300 global business enterprises, public service agencies, and systems integration firms, including 20 of the Fortune 100, use Savvion systems to manage their business.

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