Batelco launches Customer Care Framework in co-operation with Microsoft

Batelco selected the Microsoft CCF solution following extensive assessment of Batelco's business requirements and detailed research into the various systems available in the market.

The launch will be celebrated at an event on 17th June, which will be attended by Microsoft Gulf General Manager Charbel Fakhoury, Microsoft Bahrain Country Manager Badea Esbai, Batelco Networks General Manager Ebrahim Zainal and Batelco Consumer Division General Manager Nick Di Marzo in addition to team members from both companies who worked on the successful implementation of the project.

The Microsoft CCF solution streamlines all Batelco frontend applications to unify, simplify and optimise the look and feel for staff that operate the systems, leading to a more efficient process when dealing with customer queries and requests.

"The Microsoft CCF supports our ongoing commitment to offer our customers a first class service. Providing unrivalled products and services is what differentiates us in the intensely competitive market and helps us to retain customer loyalty," said Batelco Consumer Division General Manager Nick Di Marzo.

Among the many advantages of the new system is that the customer's name will register as their call reaches a Batelco's 196 call agent and additionally, their details will also be instantly available.

This significantly decreases handling time for transactions and enhances the customer Experience.

Furthermore, CCF introduces a 'Single Sign On' for all systems, and the processes are now automated and guided via workflows thanks to the Microsoft CCF system.

This reduces handling errors considerably and also the duplication of information and transactions.

"We designed the Customer Care Framework to enable service providers in customer-facing industries, like Telecommunication operators, banks and retail to effectively and efficiently respond to their growing customer demand for improved customer service," explained Microsoft Bahrain Corporate Sector Manager Adam Tammam.
"Working with Batelco on implementing the Microsoft Customer Care Framework was a truly remarkable experience; we have seen great synergy amongst the Batelco team across all levels of the operation."

"Call Center agents, retail outlet agents and their managers strived to implement Batelco executive management's vision towards an excellent customer service experience," he added.

Excellent benefits have already been recorded with very impressive results being indicated for several processes.

For example, the process of adding a new connection for an existing PABX customer previously took 20 minutes with up to 65 individual actions.

This process can now be completed in one minute with only 15 system actions.

Previously, if a Batelco customer requested a change in their Broadband package, the process would take about 15 minutes and 45 actions. Now, the process can be finalised in only 2 minutes with 12 system actions.

"These are amazing statistics and a key step to support our customer experience journey," said Mr. Di Marzo.