TIM Brasil Streamlines Customer Service with Sales and Customer Relationship Management
 
 

TIM Brasil Streamlines Customer Service with Sales and Customer Relationship Management

  • Oracle Customer:  TIM Brasil
    Location:  Rio de Janeiro, Brazil
    Industry:  Communications
    Employees:  21,000
    Annual Revenue:  $1 to $5 Billion

TIM Brazil, a subsidiary of Grupo Telecom Itália (Italy Telecom Group), began operations in Brazil in 1998 and today is the fastest-growing telecommunications provider in that country. The company, with more than 69.4 million customers and a 26.81% market share, is the second-largest operator in the country and a leader in the prepaid-customer segment. The company was identified in a Data Popular Institute survey as the preferred provider among all mobile telephony companies, based on its performance, which resulted from the innovative services it offers.

TIM also focuses on its network quality and customer service. In the period from 2011 to 2014, the company will invest nearly 80% of its US$4.8 billion planned for investment on in its Brazilian infrastructure. To continue growing its network, the company acquired Intelig in 2009 and AES Atimus in 2011, creating TIM Fiber, with 5,500 kilometers of optical fiber in Rio de Janeiro and São Paulo. In addition, the company will install an optical fiber network in Amazonas, Pará and Amapá (northern states of Brazil), through LT Amazonas, stimulating the digital inclusion of the country’s most remote locations.

Recently, TIM Brasil selected Oracle’s Siebel Solutions—including Siebel Universal Customer Master and Siebel Sales—as its new customer-service platform. The company began its initiative by rolling out the new environment to three of its stores, where it is enabling sales personnel to serve customers more effectively and efficiently. The company plans to continue the rollout to stores across the country by the end of 2012.

TIM is still the only company in the telecommunication’s industry to have joined the new market of BM&FBOVESPA, a Brazilian company created through integration between the São Paulo Stock Exchange (Bolsa de Valores de São Paulo) and the Brazilian Mercantile & Futures Exchange (Bolsa de Mercadorias e Futuros, and which is acknowledged as having the maximum level of corporate governance. TIM is also part of the Corporate Sustainability Index (ISE) and Efficient Carbon Index (ICO2), both which are part of BM&FBOVESPA.

 
 

 
 

Challenges

A word from TIM Brasil

  • “By incorporating Siebel Universal Customer Master, we’ve adopted a customer-oriented management, and that has enhanced the customer experience.” – Luigi Longarini, CIO, TIM Brasil

  • Improve customer service by reducing call volume and time spent resolving customer inquiries, which is essential for remaining competitive in the Brazilian telecommunications market
  • Create a single, consistent customer database containing information about telecommunications plans and registrations to enable more efficient and effective service

Solutions

  • Implemented Siebel Communications Sales and Siebel Universal Customer Masters, initially for three TIM stores, with a focus on accelerating communications service application approvals and simplifying the sales and service process
  • Improved postsales results and customer retention, enabling customer service representatives to improve up-selling and cross-selling, while providing more complete and efficient responses to customer inquiries
  • Implemented Oracle Audit Vault and Oracle Database Vault to keep customer information secure and prevent unauthorized access by internal or external sources, complying with Sarbanes-Oxley requirements
  • Upgraded to Oracle Database, Enterprise Edition 11g, enabling faster access to customer information that the sales force and service center use to serve customers
  • Consolidated customer data and contact information in a tool that enables sales personnel and customer service agents to have more engaged and informed discussions with customers―driving better service and more productive marketing campaigns

Why Oracle

“We improved our customer service by reducing call volume and time spent resolving customer inquiries to provide clear, authoritative, and effective communications. Oracle’s Siebel tools helped us achieve these goals, and today we can achieve better post-sales results and customer retention, while driving better service and more effective marketing campaigns,” said Luigi Longarini, chief information officer, TIM Brasil.

Implementation Process

“We deployed our Siebel environment in four stages. First, we migrated data from the legacy system. We then completed the integration between these data and the systems, followed by data correction and user interface creation. We used Siebel Universal Customer Master to manage customer data during the data migration, transition, and production stages. This enabled us to complete the data migration in a consistent manner and establish a relationship between the systems through cross checks,” Longarini said.

The company is rolling out the environment to prepaid customers first and then plans to extend it to postpaid customers.

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