As part of its overall strategy to keep abreast with improved services and automated transactions, Muscat Electricity Distribution Company (MEDC) recently implemented a new customer relationship management (CRM) software.
MEDC in collaboration with Electricity Holding Company (EHC) and other sister companies have been working for quite some time on the customisation and development of CRM software.
This comes following a period during which the Microsoft CRM 4.0 software was assessed, as to its suitability, compared to other similar applications available in the market.
Microsoft CRM 4.0 was chosen for salient features and functionality it provides in the area of customer relationship management and their applicability to many functions, including customer service in electricity distribution and supply, a release said.
CRM 4.0 is a Microsoft product that has become dominant in the market for its functionality and for offering an easy and user- friendly environment. It is customisable, upgradable and integrates well with other applications.
MEDC aims is to move away from paper-based customer service transactions to a software-based alternative. It is not only a money saving option but a environmentally friendly one as well.
It comes in the context of e-government initiatives and complements initiatives by MEDC in this area, such as the e-portal, GSM notification and bill-pay machine.
© Muscat Daily 2011
