内容简介：Iceland Telecom Using Document Management to cope with your Account Management and Quality standards What's CRM Using Document Management for an effective CRM 1.300 employees 300.000 customers Inbound activities 35.000 incoming calls per day 2500 service orders per day 1000 Customers per day through Service Centres 35.000 Internet customers per day 600 service orders per day through the Web Outbound activities Account management to large and medium sized companies Direct Sales to High Valued customers Other FACTs: Fierce competition evolves in the small Icelandic market Laws and regulations to cope with Shift in the market and new players are entering Multiple staff sometimes work on a customer issue unaware that it is being addressed by other staff Customers sometimes feel compelled to call multiple departments and perceive their concern has been handled inappropriately or "fallen through the cracks“ No central database for tracking requests or complaints Sales channel not implementet
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