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Plus develops a customer service system (CRM)

Polkomtel, with the technological support from Asseco Group, is expanding Polsat’s proprietary IT solution for supporting the sales of products and services. This will enable taking full advantage of synergies arising from the cooperation of Plus and Cyfrowy Polsat. This project is an example of successful partnership among the largest Polish companies – Polsat Group and Asseco Poland.

The conducted project builds up on the proprietary IT solution applied in Cyfrowy Polsat, allowing for complete control of the development phase, while maintaining a reasonable level of costs and eliminating any dependence on suppliers.

Apart from typical CRM functionalities, such as the history of the client’s relationship, client file, catalog of products, after-sales services, and multi-channel support, the project is also aimed at upgrading the order management tool and integration platform. New applications will be integrated with existing systems used by Polkomtel to form a coherent and more efficient platform to provide support for business operations across such a large organization as Polsat Group.

The project is implemented using a lightweight methodology which involves close cooperation among combined business-IT-developer teams. This allows for continuous monitoring of the progress of development work, and avoiding the so-called swinging syndrome, this is the implementation of anything other than assumed in the original scenario. It is of particular importance given the large scale of this undertaking. The project involves more than 200 people whose task is to modify 50 systems and achieve more than 1500 requirements. This is the main reason, apart from the system integration area, why Polkomtel’s own IT resources need to be supported by experts from Asseco Poland.

“The project is intended to realize the previously announced synergies between IT systems of Cyfrowy Polsat and Polkomtel. The ongoing modernization of our CRM system will help us respond more efficiently to the expectations of our customers and improve the comfort of using our services,” emphasizes Jarosław Chudziak, Managing Director for IT Projects at Polkomtel and Cyfrowy Polsat.

“Asseco Group cooperates with the largest telecom and media companies across Europe. However, due to the scale and significant impact on the customer services process at Polsat Group, I can say with confidence that this is one of major implementations that we are currently engaged in,” says Radosław Semkło, Director of Telecommunications and Media Division at Asseco Poland.

Integration and extension of information systems used by Polkomtel and Cyfrowy Polsat will contribute to the development of joint sales, being one of the Group’s key priorities. It will also facilitate the process of combining specific products and offering them in bundles, allowing to achieve better financial results, and helping to strengthen the leading position of Polsat Group in the market. The first phase of the project is to be completed in March 2015.


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