Crest for teledata: A customer relationship enhancement and support tool

• Main Authors: David, Aceley M., Koo, Michelle Denise Y., Mukhi, Varun H., Ong, Paul Jeffrey U.
• Format: text
• Language: English
• Published: Animo Repository 2007
• Subjects: Customer relations > Management
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/10123
• Institution: De La Salle University

A Customer Relationship Management System (CRM) System is an information system that facilitates the implementation of a CRM strategy in an organization. Its basic features are customer intelligence gathering across all business functions and channels, analysis of the information and identification of prospective customers, customer intelligence distribution, customer support, and reports generation. The study discussed the business processes of Teledatacom Philippines Inc., a communications solutions provider in the country. Problem areas were determined based on the business processes and issues encountered in the organization’s operations. The study proposed the Customer Relationship Enhancement Support Tool (CREST), a CRM system that addresses the problems and implements CRM in the company. In implementing CRM, CREST utilizes information technology to facilitate the company’s major operations which are sales, logistics, customer support, and management. It records data from the clients’ interactions with the company through these operations. Based on this, it manages the information to provide integration of the data across modules and enable access to the information needed by the personnel. It also consolidates the data from the different modules and presents them as reports which can aid management in CRM decision making.