Olympic Group boosts customer service with Oracle ERP applications

Ninety Olympic Group employees will use the new applications to automate their data access and customer relationship management (CRM) processes, while creating bespoke software for its business needs. The Oracle software will enable the company to access important data when and where it is needed and improve its service centre operation, thus increasing customer satisfaction.

Olympic Group made the decision to revamp its data and CRM systems in order to strengthen its position as the leading Egyptian provider of household appliances. "The solutions we have chosen will improve our accessibility to customers and our understanding of their needs," said Mr Remah Kamel, IT general manager, Olympic Group. "Discoverer Desktop Edition will overhaul Olympic's analysis and reporting activities, while TeleService will bolster our service centre efficiency."

Olympic Group evaluated software from a number of providers, but chose Oracle because of its global reputation as an innovative provider of productivity-focused ERP packages. The availability of reliable local support and impressive references from other Oracle customers in Egypt were also important factors in Olympic Group's decision.

By linking its reporting and analysis functions with customer outreach initiatives, Olympic Group can tailor its sales and service efforts to specific customer needs. The company anticipates greater customer retention and enhanced competitive advantage as two of the key benefits delivered by its new Oracle-based infrastructure.

Atef Helmy, managing director, Oracle Egypt, said "TeleService is a robust application which streamlines every aspect of customer management and interaction, combining customer support elements with customer records for use by call centre staff. As an end user-facing enterprise, Olympic Group relies on the efficient handling of customer relationships, making this investment an important one for the success of the entire operation."

Local Oracle partner Network Valley is implementing the software. The company will also provide training and ongoing maintenance support.