Customer Case Study

Stadtwerke Düren – CRM implementation

In 2011, SWD decided to launch a CRM solution in a multistage process, starting with the complaints management module. Hence, while launching the CRM system, the main goal was to boost the quality of how customer enquiries and complaints are handled. The sales department and its processes were slated for phase 2. The project also called for integrating the legacy billing system and the archive system.