Award Winning European Telco with Mission Critical Siebel CRM

NetCologne is a highly successful regional Telecoms provider in Germany with cutting edge fibre internet infrastructure. Founded in 1994 by the city of Cologne, NetCologne is the most important regional telecommunications provider in the Cologne region. They provide telecommunications and broadband services to over 600,000 customers in Cologne and the Rhineland, with over 640,000 households connected, and 29,500 kilometers of fiber optics.

Siebel CRM operates at the heart of Customer Service, offering Case Management, Customer 360, linking front and back office.

In light of ongoing competition from multinational giants, NetCologne had to prioritize the enhancement of customer experience. After careful consideration of strategies to reach the goal and confirming that this is the best approach, Netcologne chose to expand their current Siebel CRM environment. This expansion allowed them to efficiently streamline customer support operations.

The ultimate choice to invest in this expansion led to the successful substitution of six applications with Siebel CRM, incorporating features that were already present in NetCologne's existing Siebel CRM environment, such as Task-Based UI, Product Configurator and REST API services. Consequently, NetCologne has modernized its CRM processes, reinforcing its competitiveness in the challenging German ICT market.

Managing complex products has consistently been a challenge. To address this, NetCologne utilizes Siebel’s Product and Pricing Administration. When a customer places an order through the inbound Call Center, the Call Center agents configure the products using Siebel’s asset-based ordering functionality.

Customer service agents can now configure multiple product options, offering customers a variety of alternatives. Customers can then select the product that best suits their needs, along with an understanding of the implications of their choice, such as pricing, bundling, and other related factors.

Additionally, wizard-like task flows have been developed within Siebel CRM to further assist Call Center agents in processing customer orders efficiently. This system functions effectively within the Siebel framework.

ROI:

• The average processing time for product modifications entered through our Call Center agents / Webshop has reduced from 24 hours to just 2 minutes (average).
• New products (e.g., promotions) can now be provisioned in under 60 minutes on average, provided no new hardware or line provisioning is required (i.e., for in-place upgrades).
• Customers can visit our stores, and by the time they return home, their contract changes are typically processed and, in most cases, already activated. This CX improvement led to a significant increase in our Touch-Point-Score for our inbound and online channels (17 %) and also created competitive advantage.

With a double award, NetCologne is one of the winners of the Great Place to Work® competition. The Cologne-based provider received two awards "Best Employer in ICT 2024" and "Best Employer NRW 2024" from the renowned research and consulting institute Great Place to Work®. The coveted seals of quality recognize the Cologne-based IT and telecommunications company's special commitment to an inspiring working environment and appreciative employee development.

• NetCologne are a recognised Solution Innovator, and an Oracle Customer Reference.