June 20, 2012
SaskTel today announced the successful launch of a new Customer Relationship Management (CRM) program tailored by Capgemini Canada Inc., one of the world’s foremost providers of consulting, technology and outsourcing services. SaskTel front line service representatives will now use one system to enter all customer information and capture a customer’s order information for Max™, High Speed and Home Phone Services eliminating the need to transfer customers.
“In a highly competitive environment improving our customer experience is crucial. Capgemini provided us with a tailored solution that will allow our customer service reps to process an order more accurately and efficiently,” said Ken Keesey, SaskTel VP – Customer Services. “The CRM program simplifies our business and allows our employees to be more customer and sales focused, ultimately providing a better overall customer experience. We understand that our customer's time is valuable, and we want to make it easier for them to do business with us.”
“Capgemini and SaskTel have had a collaborative relationship on the CRM program since we began working together on this critical initiative,” said George Fenn, Vice President, Communications for Capgemini in Canada. “We leveraged the Capgemini Communications Transformation Platform methodology and assets to help SaskTel successfully align their business processes with industry standards. Capgemini measures success by the strength of our relationship as well as our part in helping SaskTel enhance the day-to-day experience of their employees and customers”.
Having one system to take and process an order will reduce the number of clicks needed to fulfill a customer’s request and will minimize the hand-off of customers to another service representative, which results in a better customer experience by enabling customers to deal with a single service representative from start to finish. Previously, SaskTel service representatives at times needed to click through several applications to process an order and sometimes needed to transfer a customer live to another SaskTel queue to complete the transaction. The implementation of the new CRM program also means less training and a reduced learning curve for new representatives.
Saskatchewan Telecommunications Holding Corporation (SaskTel) is the leading full service communications provider in Saskatchewan, with $1.1 billion in annual revenue and over 1.4 million customer connections including over 594,000 wireless accesses, 514,000 wireline network accesses, 234,000 internet accesses and 93,000 Max™ (TV) subscribers. SaskTel offers a wide range of communications products and services including competitive voice, data, internet, entertainment, national security, messaging, cellular, wireless data and directory services. In addition, SaskTel International offers software solutions and project consulting in countries around the world. SaskTel and its wholly-owned subsidiaries have a workforce of approximately 4,000 full-time equivalent employees (FTEs).
With around 120,000 people in 40 countries, Capgemini is one of the world's foremost providers of consulting, technology and outsourcing services. The Group reported 2011 global revenues of EUR 9.7 billion (approximately $13.5 billion USD). Together with its clients, Capgemini creates and delivers business and technology solutions that fit their needs and drive the results they want. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business ExperienceTM, and draws on Rightshore ®, its worldwide delivery model.
Learn more about us at www.us.capgemini.com.
Rightshore® is a trademark belonging to Capgemini
For more information, please contact:
Michelle Englot, SaskTel Director of External Communications
Phone: (306) 777-4476