Case Study: Leading Asian Operator builds a customer-centric CRM roadmap with TTEC

Leading Asian Operator - Customer Case Study

TTEC worked with a leading Asian operator that had recently rolled out an organization-wide CRM system but still lacked a clear, customer-centric roadmap to turn the platform into better customer experiences. The operator wanted to improve its ability to anticipate customer needs, deliver customized service across touchpoints, and better understand customer data, behavior, and value.

TTEC used a three-phase approach to assess current CRM capabilities, identify pain points, and build a framework for the main CRM dimensions. The team then developed more than 50 potential “wow” customer interaction moments and prioritized them by ease of implementation and business impact, including automated call-drop reimbursement triggers. TTEC also created an 18-month non-technology roadmap covering segmentation, data integration, analytics, and customer experience strategy, giving the operator a clear action plan and new insight into the capabilities needed alongside the technology rollout.