One of Spain's leading telecom companies, Amena provides mobile phone service to more than 9 million customers. The company needed to replace its CRM system with one capable of using data from back-office systems that weren't designed with a customer-centric focus — and it needed to do so without interfering with customer service.

Challenges

  • Implement sophisticated CRM system with customer-oriented architecture
  • Keep existing CRM system fully operational while installing new one
  • Synchronize, process, and transfer up to 3 million transactions daily
I don't know of another company in the world that adopted a whole new CRM system while remaining fully operational.
— Bernardo Gallego
Avanza Project Manager
Amena

Results

  • Minimized risk of implementing new CRM system
  • Reduced time to results
  • Improved customer service
  • Provided 2,500 users with single point of access to all customer data

Technologies Used