TalkTalk Direct Chooses NetSuite CRM+ for On-Demand IT Help to Align with Explosive Growth
LONDON and SAN MATEO, Calif.—9 NOVEMBER 2006—NetSuite, Inc., the leader in on-demand business software suites, today announced that TalkTalk Direct, the communications and free broadband provider owned by The Carphone Warehouse Group (a UK FTSE 250 company), Europe's leading independent communications retailer, has deployed NetSuite CRM+ to further improve customer support.
To support its innovative and revolutionary way of providing free broadband, TalkTalk needed a superior IT infrastructure to meet the requirements of an ever-increasing subscription rate and to provide even better customer support. Having licensed more than 1,300 seats, TalkTalk has now gone live with NetSuite CRM+ for the powerful customer support functionality it requires. For more information please visit www.netsuite.com.au/carphonewarehouse
With more than 500,000 free broadband customers, TalkTalk has become one of the largest broadband providers in Europe. It offers consumers a package that includes line rental and international voice calls for just £20.99 a month, together with unlimited free broadband of up to 8 Mb speed. The Carphone Warehouse was the first to offer such a service in the UK and has pioneered a broadband revolution, forcing competitors to change the way they charge.
This business strategy has resulted in exponential growth in TalkTalk's customer base and call centre traffic. In searching for a new technology solution to support this growth and evaluating many software packages, TalkTalk decided to standardise its customer services and fault management operations with NetSuite. This was fundamentally due to the rapid speed of implementation that NetSuite offers and the elimination of lengthy IT development.
"We continue to expand our capacity to handle greater-than-expected call volumes and improve customer service," said Matthew Peers, IT Finance Director for The Carphone Warehouse. "With NetSuite CRM+, we expect to provide even faster and better customer service. This is the main reason why we chose an on-demand software solution that is proven to work successfully in our sector of the industry."
"We have had great success in the telecommunications industry, and the TalkTalk win is our biggest to date," said Dean Mansfield, Senior Vice President of Worldwide Sales at NetSuite. "We look forward to supporting the Carphone Warehouse Group's innovative strategies across Europe."
About The Carphone Warehouse Group
The Carphone Warehouse was set up in 1989 by Charles Dunstone. Today it is Europe's leading mobile communications retailer, generating annual turnover of £2,355m (y/e March 05), offering customers impartial and expert advice, the widest choice of the latest product and unbeatable service. The company operates across 10 markets and employs over 12,000 people working across the stores, the support centres, the call centres, the online teams and the direct sales teams (telesales).
Notes to Editors:
TalkTalk is the communications company from The Carphone Warehouse. Since its UK launch in February 2003, TalkTalk has become the number one alternative to BT, with over 2.6 million customers and continued strong growth.
In April 2006, TalkTalk launched the UK's first ever FREE broadband service, offering high speed broadband of up to 8Mb, plus unlimited free calls to 28 mainland countries for just £8.99 per month (plus line rental of £11). As of 30 September, 625,000 applications have been made, of which 421,000 have been signed up. The broadband 'go-live' rate has halved from 10 weeks (June 2006) to five (September 2006).
On 11 October 2006, The Carphone Warehouse announced the acquisition of AOL's Internet access business in the UK, immediately becoming the third largest broadband provider in the UK.
In a recent survey of landline users conducted by YouGov for uSwitch.com, TalkTalk was voted the No. 1 landline company in the UK, not only for overall customer satisfaction, but also for being the best value-for-money service. The TalkTalk £1,000 challenge promises customers £1,000 if they can prove their calls are more expensive than BT, and TalkTalk customers talk to each other for free.
TalkTalk is proud to support TreeHouse, the national charity for autism education. Together TreeHouse and TalkTalk are working to transform the lives of all children with autism, raising funds and driving awareness of autism through a variety of fresh, interactive initiatives. TreeHouse is a registered charity, number 1063184. In September 2006, TalkTalk launched a new directory enquiry service, 118111 from which 1p per call is donated to TreeHouse.