20 July 2011
MUSCAT -- As part of its continuous efforts to provide customer satisfaction, implement the newest technology and keep their staff abreast with the latest developments in the field, the Muscat Electricity Distribution Company (MEDC) recently concluded a series of practical on-the-job-training sessions on Customer Relationship Management (CRM) software, which has been ongoing since March 2001.
The introductory familiarisation course was hosted by Electricity Holding Company and was attended by 120 MEDC staff, including section heads, who will be using the system followed by in-house training workshops.
The main objective of the course was to highlight and demonstrate the salient features and functions that the software provides in the area of customer relationship management and their applicability to customer service in the electricity distribution and supply area.
In this regard, Ahmed bin Ali al Nadabi, Customer Services In-Charge, Seeb Zone-1, MEDC, has been instrumental in facilitating the training of staff and imparting practical knowledge about the CRM software.
CRM is a Microsoft product that has become dominant in the market for its functionality and for offering an easy and end-user friendly environment. It is customisable, upgradable, integrates well with other applications and is expandable. It can adapt to any working environment and can be tailored to suit any business requirement.
Its portability and compatibility are key features of the system and it has received a thumbs-up appraisal from corporate users worldwide. Users report increased efficiency and productivity and the ability to store and retrieve account related data with immediacy and facilitated access, through the software's options.
The software also provides for transaction tracking and alert for follow-up and timed reminders. It can generate alert emails, dispatch group messages to any targeted segment of customers and can also generate activity reports and transaction history.
MEDC is now entering the final phase of CRM implementation. They are progressing as scheduled and it is part of their over-all strategy to keep abreast and spearhead improved customer service for the ultimate goal of attaining customer satisfaction. The CRM will be an essential element of the company's call centre, as it will automatically register data related to customer enquiries and complaints and keep a track record of all entries.
MUSCAT -- As part of its continuous efforts to provide customer satisfaction, implement the newest technology and keep their staff abreast with the latest developments in the field, the Muscat Electricity Distribution Company (MEDC) recently concluded a series of practical on-the-job-training sessions on Customer Relationship Management (CRM) software, which has been ongoing since March 2001.
The introductory familiarisation course was hosted by Electricity Holding Company and was attended by 120 MEDC staff, including section heads, who will be using the system followed by in-house training workshops.
The main objective of the course was to highlight and demonstrate the salient features and functions that the software provides in the area of customer relationship management and their applicability to customer service in the electricity distribution and supply area.
In this regard, Ahmed bin Ali al Nadabi, Customer Services In-Charge, Seeb Zone-1, MEDC, has been instrumental in facilitating the training of staff and imparting practical knowledge about the CRM software.
CRM is a Microsoft product that has become dominant in the market for its functionality and for offering an easy and end-user friendly environment. It is customisable, upgradable, integrates well with other applications and is expandable. It can adapt to any working environment and can be tailored to suit any business requirement.
Its portability and compatibility are key features of the system and it has received a thumbs-up appraisal from corporate users worldwide. Users report increased efficiency and productivity and the ability to store and retrieve account related data with immediacy and facilitated access, through the software's options.
The software also provides for transaction tracking and alert for follow-up and timed reminders. It can generate alert emails, dispatch group messages to any targeted segment of customers and can also generate activity reports and transaction history.
MEDC is now entering the final phase of CRM implementation. They are progressing as scheduled and it is part of their over-all strategy to keep abreast and spearhead improved customer service for the ultimate goal of attaining customer satisfaction. The CRM will be an essential element of the company's call centre, as it will automatically register data related to customer enquiries and complaints and keep a track record of all entries.
© Oman Daily Observer 2011
