Customer storyTelecom
Cellcom’s service floor adopted ClearMash with almost no training
“The best telecommunications customer service with ClearMash Brain”
A communications group serving 2.8 million subscribers through inbound service centers, retail stores and sales centers, with thousands of knowledge items migrated out of two existing systems into one.
Cellcom is a leading communications company, and we provide an extensive range of services to our customers. We, therefore, need a platform that can manage and make accessible the wide range of knowledge and organizational wisdom accumulated at Cellcom and will allow us to increase our competitive advantage in the field of customer service. We found true partners at ClearMash; with them, we achieved Cellcom’s customer service goals and dramatically improved our ability to make the most out of our knowledge, in every customer interaction.
Cellcom at a glance
- Industry
- telco
- Company size
- +5000 employees and point-of-sale partners
- Customers
- 2.8 million
- Revenue
- 3.7 billion dollars a year
- Enjoying ClearMash
- Service & Sales, point-of-sale partners, technicians, trade department, network technology, and other departments.
About Cellcom
Cellcom is a leading communications group that provides a wide range of communications services. Cellcom serves about 2.8 million cellular subscribers in a wide range of services, including telephony, roaming services for tourists at home and abroad, text messaging and multimedia, content services, advanced cellular data, television, Internet, landline telephone, and other value-added services in the fields of music, video, and mobile office. Cellcom offers the largest telco service infrastructure in the market, including inbound customer service centers, service retail stores, and sales centers distributed throughout the country. The knowledge and organizational wisdom accumulated at Cellcom over the years constitute a significant competitive advantage and empower any communication with customers so that all service representatives, sales, partners at points-of-sale, and technicians in the field will provide exceptional, professional, and effective service.
Choosing ClearMash
When Cellcom decided to upgrade the company’s knowledge management, they explored a large number of alternatives and, at the end of an in-depth review process, chose ClearMash because of the advanced technology, positive reviews from other customers, and an implementation methodology that matches Cellcom’s vision of customer experience. The value arrived fast, and Cellcom began to receive excellent feedback from service representatives and customers regarding the level of service, the handling time, and the duration of training of the representatives.
ClearMash in Cellcom
Deploying ClearMash at Cellcom included automatic migration and conversion of thousands of knowledge items, files, processes, and additional organizational data from two existing systems, integrations with control processes and cellular testing tools, broad information security aspects, ClearMash cloud connectivity, characterization, and adaptation of knowledge structures to company needs and training of key personnel.
From Cellcom’s own systems into one Brain
What the deployment carried across, where it went, and the departments that use it.
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Knowledge items
Thousands of them, migrated and converted automatically.
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Files and processes
Carried across with the organizational data behind them.
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Integrations
Control processes and cellular testing tools, reaching the Brain.
One Brain
Cellcom’s own tenant in the ClearMash cloud, with knowledge structures adapted to the company’s needs.
- Service
- Sales
- Points of sale
- Technicians
- Trade
- Network technology
The Deployment
ClearMash’s implementation team worked with Cellcom’s implementation team to ensure that the deployment will be successful, efficient, and effective. In a short time, the Cellcom tenant environment in the ClearMash cloud was created, and the Cellcom team began to use and configure the environment for the launch day. The service representatives started using ClearMash intuitively and quickly with almost no training, just as you do not need instruction to use a search engine or social network on the Internet.
In their own words
As a leading communications company, we invest in customer service and understand that this is the real difference in our field. Providing excellent customer service is our main goal, and ClearMash helps us achieve it. We have found that when customers contact us, they expect to receive fast and professional service; using ClearMash, we empower our representatives with professional knowledge using a fast and super accurate search platform in order to handle customer’s inquiry in the most professional way in every conversation and meeting.
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