Telitec is a telecommunications service provider, based in Spain, who provide a full range of communications services including low cost fixed line calls, line rental, ADSL services, mobile, broadband and VOIP via a wireless network, and TV via ADSL. Telitec has a team in excess of 100 employees and over 50,000 customers across Spain.
The nightmare of running multiple disparate systems
For a business like Telitec, customer support is at the heart of the operation and is key to keeping customers happy. In the past, back-end business systems were at times a hindrance rather than a help. The business has been running for approximately 5 years, and in 2008, all the divisions were separate and working on different systems. For example, the wireless division worked on 2 systems, whilst the mobile division worked on a further 3 different systems. Telitec decided to integrate all its different departments of the business into one whole. This meant that overall, staff now had to deal with 6 or 7 different systems for CRM, invoicing, accounting, stock control and billing. There were also numerous spreadsheets containing different views of data. The net result was huge duplication of effort, time was being wasted and often staff could not find the customer they were looking for because they did not know which system the data was held in. This impacted customer service and often resulted in a poor experience for their customers.
Josh Jewell of Telitec describes their situation, “We needed one system to cover all our divisions and to provide a unified view of all customer data”.
The solution – an integrated platform
Telitec decided to look for one system that could cover a number of their primary business processes – invoicing, accounting, help desk, CRM and stock control. Having assessed a number of alternatives, the solutions they looked at could only offer capabilities in one or two areas. Microsoft Dynamics CRM and Sugar CRM could not provide the breadth or depth of capability across other business areas. They wanted an end-to-end platform that could give them one holistic view of the business. Then they found Brightpearl.
Josh picks up the story:
Improve customer service and operate more efficiently
"Brightpearl is able to do all the things we needed – manage customers via the helpdesk capability, manage accounts and invoicing, control stock and align tasks across the company. Now, the team across the different departments knows exactly where to find customer data. We have been able to dramatically improve our customer service and drive up customer satisfaction. We have been able to eradicate spreadsheets and many of the disparate systems we used to use. The team is more productive, effective and happier. Our team loves the platform. Brightpearl has changed the way we work by cutting out manual work and optimising our processes: resulting in better customer satisfaction”.
