02 upgrades customer management systems

Mobile network operator O2 UK has upgraded its customer management systems from Martin Dawes Systems.

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

The project will see the current version of DISE customer management system upgraded to the intuitive dise3G GUI system. The new upgrade will be fully implemented in May 2007. dise3G will be used by over 3000 O2 UK customer service agents in addition to other users in the sales, marketing, finance and operational areas.

The new system offers greatly improved scalability and resilience, running in a single environment. Customer service and marketing users will have access to hierarchical account management and a single view of the customer, making it significantly easier to interpret a customer’s relationship with O2.

Tom Hodgson, sales and marketing director for Martin Dawes Systems, says: “This is much more than just a straightforward upgrade and involves 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.