Nowadays a modern telecommunication company indispensably needs a Customer Relationship Management (CRM) system in order to satisfy its customers’ claims. With the personalized customer service, especially taking into consideration the general and specific needs of small and big enterprises, it will be possible to quicken revenues and increase profit.
The subject of my thesis is planning, developing and deploying of a particular system for Special Sales department of Magyar Telekom Nyrt. which would be able to satisfy the incoming mobile and wired subscribing claims in a controlled, fast and simple way. Furthermore, this system is appropriate to make optimally the pro- and reactive telephonic campaigns’ tasks and perform automatically the specific phases of keeping in touch. Firstly I present the actual system which needs to be replaced – it has a lot of disadvantages and failures –, then the finished solution which would be used in the everyday work at the department.
The Akvizíciós és Telemarketing Támogató Rendszer (ATTR) assures a complex and Microsoft Access-based solution for supporting working processes so that customers’ satisfaction could be increasable through modernizing and developing the connection between them and the company. According to the easily reachable statistics of the actual information the departments’ and the colleagues’ individually reached results will be available so that the necessary decisions can be made.