UPC Poland, the largest cable television operator in Poland with 2.7 million subscribers, has selected CoralTree’s Renaissance CRM system to increase operational efficiencies across its customer service and sales functions.
Working in partnership with CoralTree, UPC Poland has streamlined sales order processing and management of customer service enquiries. With the implementation of the system, which includes a sales portal, a product catalogue and a customer care portal, the communications service provider (CSP) has seen improvements in agent performance and customer experience. CoralTree says Renaissance has reduced customer service agent training time, sales order entry time and errors, whilst improving customer experience by empowering agents to resolve more enquiries at first contact.
“Our goal was to simplify the systems used by agents in sales and customer service to increase both employee and customer experience,” said Janusz Nowak, the CIO for Central and Eastern Europe at UPC. “With the implementation of Renaissance, we wanted to reduce the complexity of agent desktops, which prior to the implementation of the new system comprised of multiple applications. We looked for a partner like CoralTree, that had a proven CRM solution, capable of meeting our highest expectations related to operational efficiency.”
Providing video, broadband internet, and digital (VoIP) telephony services, UPC Poland is the largest of Liberty Global’s operations in Central and Eastern Europe. CoralTree has an on-going relationship with both UPC Poland and other Liberty Global businesses.
“UPC Poland required a CRM solution that would enhance its ability to deliver the exceptional service expected by its customers,” said Mark Price a director for CoralTree. “Renaissance is designed to streamline processes and improve user experience. We are committed to our on-going relationship with UPC Poland, supporting its delivery of innovation and market leading services to its customers.”
