Infor CRM Epiphany Helps Leading European Mobile Operator To Increase Customer Satisfaction, Retention and Inbound Query Resolution
Infor has announced that Turkcell, Turkeys largest mobile phone operator and Europes second largest GSM operator, has won the Gartner CRM Excellence Award 2007 for Europe, Middle East and Africa (EMEA). The award marks the eighth time an Infor customer has been recognised by IT analyst firm Gartner for excellence in CRM.
Turkcell was singled out for its successful deployment of Infor CRM Epiphany which has dramatically improved interaction with Turkcells 31.8 million customers. Infor CRM Epiphany is a comprehensive, market-leading solution for integrated marketing, sales, service and analytics, focused on meeting the business-specific needs of customers.
Turkcell won the award based on its customer centric strategy which was developed to boost profitability by increasing the number and improving the quality of customer interactions each month. Turkcell now manages more than 23 million customer interactions per month through 19 different communication channels.
We congratulate Turkcell on winning this award and are extremely proud to play a part in their success, said Gregg Monastiero, senior vice president of Infors Strategic Solutions Group for CRM. Turkcell is a strong example of a company putting customer centricity at the heart of profitability. We look forward to witnessing further dividends as a result of this approach.
The award was presented following a thorough review process which involved Gartner analysts evaluating all entries based on proven excellence in their CRM initiatives. From this, Gartner selected three finalists. Attendees at the Gartner CRM Summit in London then evaluated each finalists presentation against Gartners eight building blocks for CRM and voted Turkcell the winner.
Attendees at the event chose Turkcell for its vision and organised approach to challenges. They were also impressed by the companys customer-driven, multi-channel product development strategy which rewards customer loyalty. Voters noted the importance of having board-level support for the initiative and felt that it was clear that Turkcell had made good use of customer segmentation and customisation. Some attendees noted that Turkcell's approach takes CRM to the next level by thinking about the experience from an individual customer's view.
Turkcell now joins seven other Infor CRM Epiphany customers that have won the Gartner award since 2001: Essilor, Bankinter, Boise Office Solutions, GSI Commerce, Grupo Financiero Bital, KLM Royal Dutch Airlines and HSBC.
We are delighted to receive this prestigious award, said Meltem Sahin Head of Marketing Insights and Reporting, Turkcell. We believe this award highlights Turkcells continued commitment to providing the highest levels of customer satisfaction possible. With the help of Infor CRM epiphany, we have decreased customer complaints by 30 percent and increased first time query resolution by 15 percent. In the last year alone we increased customer satisfaction in a market where our competitors are facing decreases.
Infor solutions help businesses throughout the world to extend and enrich their customer relationships and evolve every day business processes to ensure benefit and return on their investments. The continued success of Infor CRM Epiphany customers at the Gartner CRM Awards over the past seven years highlights Infors business-specific solutions and the deep domain expertise of Infors people in helping to drive successful CRM strategies
Designed to provide unparalleled customer experience across multiple business units and channels, Infor CRM Epiphany integrates customer information from multiple enterprise systems into a single view. Infor CRM Epiphany drives innovation, competitive advantage and increased profitability by focusing on the customer experience to increase the effectiveness of marketing campaigns and sales success.
Turkcell is the leading GSM operator in Turkey with 31.8 million post-paid and pre-paid
customers as of December 31, 2006 operating in a three player market with a market share of approximately 60% as of December 31, 2006 (Source: Telecommunication Authority). In addition to the high-quality wireless telephone services, Turkcell currently offers General Packet Radio Service (GPRS) countrywide and Enhanced Data Rates for GSM Evolution (EDGE) in dense areas, which provide for both improved data and voice services.
Turkcell provides roaming with 541 operators in 193 countries as of February 26,
2007. Serving a large subscriber base in Turkey with its high-quality wireless telephone
network, Turkcell reported US$4,700 million net revenues as of December 31, 2006 as per IFRS financial statements. Turkcell has interests in international GSM operations in
Azerbaijan, Georgia, Kazakhstan, Moldova, Northern Cyprus and Ukraine. Turkcell has been listed on the NYSE (New York Stock Exchange) and the ISE (Istanbul Stock Exchange) since July 2000 and is the only NYSE listed company in Turkey. 51.00% of Turkcells share capital is held by Turkcell Holding, 7.46% by Cukurova Group, 13.07% by Sonera Holding,5.07% by M.V. Group and 0.01% by others while the remaining 23.39% is free float.
Infor delivers business-specific software to enterprising organizations. With experience built in, Infors solutions enable businesses of all sizes to be more enterprising and adapt to the rapid changes of a global marketplace. With more than 70,000 customers, Infor is changing what businesses expect from an enterprise software provider. For additional information, visit www.infor.com.