Press Releases

Budapest, April 8, 2013 12:00

In April 2013 Magyar Telekom will start the introduction of its new, integrated customer relations management (CRM) and billing system, which can be considered unique in Europe’s telecommunications industry. The successful introduction of the state-of-the-art next generation system ready to serve 21st century needs will contribute to enabling the market leader telecommunications operator to ensure high level and efficient service accessible anywhere and at any time for its residential, SMB and enterprise customers.

Magyar Telekom is introducing an advanced and integrated CRM and billing system, which, through its reliable operation ensures a significant improvement in the quality of customer experience and more efficient customer service than before. Due to the state-of-the-art IT and technology background of the next generation system a unified and integrated data processing will be implemented, which corresponds in all aspects to best industry practices and the local legal environment and enables simpler, easier and faster service and dealing for residential, SMB and enterprise customers. From October 2013 the customer service processes related to fixed line services for all residential customers will be served by the new system, which will reach its fully functioning operation also covering mobile products in 2014.

Attila Keszég, Magyar Telekom’s Chief Commercial Officer Residential said about the launch of the new system: “It is of a key importance for improving customer experience as well as our goals focusing on online operation that we introduce at Magyar Telekom an advanced, integrated and reliable CRM and billing system. Our aim is to implement the new system to the benefit of our customers as soon as possible while the seamless operation of our services will be guaranteed as well as our customers’ convenience and quality servicing. We would like to implement this unique modernization which can strengthen Telekom’s market leadership role as a responsible and customer-focused service provider, that’s why we have decided for a gradual rollout.”

The introduction of the new system became necessary also because Magyar Telekom possesses the industry’s largest customer base and product portfolio. As customers and products will be managed in a unified system, new offers will be able to enter the market in a shorter time and delivery times will also decrease, so customers will receive the product or service ordered in a shorter time. Furthermore, easier, quicker and more flexible dealing can increase our customers’ convenience. Our customers, and especially young people, increasingly demand access to dealing also online, anywhere and at any time. Also in this respect Magyar Telekom’s next generation system enables the service provider to offer the simple solutions that the 21st century’s online world demands.

Once the full range operation of the system is reached, Telekom will issue more transparent and simpler bills in a new format. The next generation system also facilitates the implementation of the unified Telekom bill which will include all services. Further favourable changes will take place in billing, such as the discounts used displayed in a more transparent manner. Thanks to the advanced IT background the ratio of successful transactions is expected to improve and bill and other complaints will decrease. Another result of the innovative system will be significantly reduced operating costs due to the replacement of outdated technologies.

The next generation system, unique in size and complexity in Europe’s telecommunications industry, is developed and introduced as a result of Telekom’s largest IT and business transformation project ever, which the company launched in 2010. The project involving nearly 80 corporate systems is being implemented by the company’s expert team of over 300, in close cooperation with leading systems integrators and nearly 70 supplier firms. About two-thirds of the suppliers are local SMB companies, which indicates the European level of Hungary’s IT industry as well as Telekom’s commitment to enhancing the competitiveness of Hungary’s SMB segment. An indicator of the project’s size is that the planning documentation comprised over 70 thousand pages and the experts involved in implementation have performed more than 10 thousand tests so far.

Due to the IT cutover and data migration necessary for the launch of the integrated system, from April 17 to 21, 2013 there will be a limited access to some dealings in Telekom’s shops while self-service dealings through phone online and will not be available. On Saturday, April 20, the shops will be closed. In order to implement the planned launch of the system smoothly, Telekom requests customers not to schedule dealings for the days concerned, unless absolutely unavoidable. According to plans a similar cutover will also take place in July and October 2013. All services provided by Magyar Telekom continue to operate smoothly during the cutover period and the launch of the system will not affect service connections and fault repairs either. Telekom will inform its customers through a number of communication channels about the launch of the new customer care system.