TalkTalk to tackle customer complaints with move to NetSuite

Deployment of NetSuite CRM+ comes as telco tackles backlog of broadband orders and criticism from customers.

Mobile phone retailer and telecoms provider Carphone Warehouse has migrated staff at its TalkTalk division to a new hosted CRM solution from NetSuite in an attempt to address customer service problems and cope with demand for its products.

The company will deploy NetSuite CRM+ across 1,300 seats for customer support staff dealing with customers of the TalkTalk service, which offers fixed-line telephony and broadband services. TalkTalk has been beset by customer service problems since April when it began offering an effectively-free residential broadband service to customers taking its TalkTalk telephony service.

In addition to struggling to meet customer demand and expand its support call centre, the company has been heavily criticised by customers for its poor customer service and inability to handle queries since the broadband service was launched. The company has connected over 500,000 broadband customers since launch.

It is hoped that the move to NetSuite's software will help address customer service issues as well as help Carphone Warehouse scale customer support resources at peak periods.

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"We continue to expand our capacity to handle greater-than-expected call volumes and improve customer service," said Matthew Peers, IT Finance Director for The Carphone Warehouse. "With NetSuite CRM+, we expect to provide even faster and better customer service. This is the main reason why we chose an on-demand software solution that is proven to work successfully in [the telecoms sector]."

"We have had great success in the telecommunications industry, and the TalkTalk win is our biggest to date," said Dean Mansfield, Senior Vice President of Worldwide Sales at NetSuite.

The deal is not the first deployment of NetSuite technology within a Carphone Warehouse business. In 2005 its Opal Telecom division signed up with NetSuite for 1,600 seats, and in July of this year the company took another 400 seats for its business solutions division.

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