Mobile users in Jordan get faster service for their Nokia handsets

Using ACCPAC CRM Customer Relationship Management (CRM) technology, Golden Mobile will be able to better manage their repair and service activities, allowing customers to know exactly what the repair-status is of their phones and ensuring that customer problems are dealt with professionally and effectively.

'With an annual turn over of around JD4.5 million in sales of mobile handsets, accessories and other telecommunication devices, we have established Golden Mobile as the country's leading distribution network. Our customer base is growing very rapidly, and we needed an international business application that could enhance our operations and let us give customers the service and attention they demand,' said Muammar Al Jaafari, Deputy General Manager, Golden Mobile.

'With the ACCPAC CRM and Advantage Series software, there is no reinventing the wheel,' says Hatem Salah, General Manager, United Business Applications, the Jordan-based ACCPAC solution provider that implemented the ACCPAC CRM system for Golden Mobile. 'The company's headquarters are linked online to the mobile maintenance office, and staff use the CRM application to measure the work in progress and follow up with customers efficiently. The flexibility of the ACCPAC CRM system allows for customisation to let Golden Mobile manage the mobile maintenance process to meet specific customer requirements.'

In the six years it has been in the market, Golden Mobile has established a distribution network of more than 145 points of sale across Jordan. Golden Mobile also has four of its own shops, and a sophisticated mobile handset service department. The company is one of eight MobileCom authorized distributors. This large number of sales outlets, along with the associated large volume of sales, has meant that the management of such enormous amounts of customer data demanded an automated solution. 'We wanted to finalise the implementation of the new systems quickly, as we needed to re-enter all the data from the beginning of January 2003 to ensure all of our customers have a consistent, positive experience with us. We selected ACCPAC based on its flexibility, its feature set and most importantly, because of its global presence and strong local support,' Al Jaafari added.

The key to the success of this project was the intensive involvement of the management team during the implementation, Salah explained. 'There was a clear commitment, with management dedicating time to this project to make sure it worked the first time, answered specific customer and business requirements, and was implemented rapidly.'

Marc Van der Ven, General Manager, ACCPAC Middle East, concluded: 'CRM is an essential tool for building lasting and more profitable relationships with customers. When management has a single view of customers across all touch points and channels, they can make more informed decisions. The trend in the Arab world is for business to become much more customer-centric, which is what CRM is all about. As a result, businesses in the region have a need for powerful, flexible business applications that don't tie them into a single platform. It is clear that our customers appreciate the excellent work of our local partners, who implement with best-practice methodologies.'