SBC's $4 billion Project Lightspeed is expected to bring triple-play services via fiber to 18 million households by the end of 2007. That's a lot of customer relationships!
To manage those relationships, SBC is planning to use Amdocs IP Convergence solution based on its billing, CRM, and ordering and payment mediation products -- with consulting and integration services to smooth the implementation.
Today's news release quotes Michael Matthews, chief marketing officer of Amdocs in describing the benefits of his company's solutions to SBC:
"Service providers like SBC companies that have the foresight to recognize the value of customer centricity, and of an intentional customer experience, will come out ahead, as they will be able to maintain customer loyalty, growth and profitability. Amdocs is committed to continue to invest in creating solutions that improve customer service and management over all interaction platforms, including television."
Sounds good, but I'm skeptical. CRM is as much about relationships and corporate culture as it is about technology. In my experience, SBC needs a lot of help in its management of customer relationships. They are the ILEC in the area where I live, and if I had a choice I would use another provider.
Just to clarify: SBCs field crews are the best. The telephone guy that comes to your house knows his stuff -- you can't beat him for professionalism. But their back office and contact center processes make me wonder whether they really care about keeping me as a customer.
If Amdocs wants to help SBC "maintain customer loyalty," they're going to have to go a lot further than installing technology -- they're going to have to help their client work on the human processes that frustrate and alienate their customers.
AB -- 5/4/05
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