Cognity implemented Vodafone Albania's Siebel Communications CRM and the Oracle Application Integration Architecture (AIA), in order to cover Sales, Service and Marketing processes of the organization, enable customer-centricity and support the CRM strategy of the organisation. The implementation covered the Direct Sales, the Contact Centre (Customer Care), Order Management, Partner Portal, Mobile Number Portability, Marketing Automation & Analytics.
Cognity implemented a state-of-the-art Campaign Management System that capitalises on Oracle’s Siebel Marketing as well as the existing content-rich BI environment, in order to offer the level of process automation, built-in intelligence and robustness required by Wind in the pursue of its strategic vision.
Cognity implemented the Unified Customer Master that served as the central and operational repository of all Customer-related information for the Insurance Group. The Project led to an improvement in the Customer Management and Customer Service processes of Interamerican, as mandated by Solvency II requirements.
OTEGLOBE asked Cognity to implement a Contract Management system that would help the organisation effectively manage all the Contracts/Agreements, the associated Orders, as well as the Trouble Tickets and Services Requests of the Customers. Cognity implemented Siebel Communications CRM to cover the above needs and is continuously supporting the system throughout the years of operation.
Wind awarded the project for the implementation and the upgrade of the Siebel Communications CRM to Cognity. Being one of Wind’s strategic imperatives, the project enabled the company to become a fully customer-centric organisation by touching upon all major CRM processes: Sales, Service and Marketing. In particular, the implementation streamlined all pre and post-sales activities of Direct Sales, empowered the Contact Centre (Customer Care) with best-of-breed technology and processes, enabled Wind’s Marketing department to launch innovative campaigns, and integrated the Siebel ecosystem into the overall SOA environment of Wind Hellas