Martin Dawes helps with O2 customer relations

Martin Dawes Systems is implementing a major upgrade of one of the key customer management systems used by O2 UK.

The current version of the DISE customer management system is being upgraded to the dise3G system; it will be used by over 3,000 O2 customer service agents in addition to other users in sales, marketing, finance and operational areas.

The new system promises “further operational efficiencies”, will make it “significantly easier” to interpret a customer’s relationship with O2, and can support more marketing initiatives including price promotions and service bundling.

Tom Hodgson, Sales and Marketing Director for Martin Dawes Systems, says the implementation is more than a straightforward upgrade, involving a complete replacement of older technology with state of the art tools. “Working in close consultation with O2, we’re introducing a wave of new functions and features in dise3G which will help O2 maintain a reputation for service quality excellence, as well as deliver the flexibility needed to support new service innovations.”

O2 is currently ranked number one for customer satisfaction in prepay, post-pay and retail in the JD Power survey on mobile operator service quality.

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