Internode implements $4 million SaaS CRM solution

Peter Dinham
Tuesday, 26 May 2009 07:34

IT Industry - Deals

South Australian ISP, Internode, has embarked on a four-year redevelopment of its customer care systems with implementation of a SaaS CRM solution from NetSuite.

Announcing commencement of the $4 million implementation, Internode CEO Patrick Tapper said today the company was making the investment in a customised NetSuite solution as the centrepiece of its customer system overhaul.

According to Tapper, Internode serviced 150,000 customers last year and, as well as speeding up calls and reducing queues during busy periods at the company’s customer call centre, the NetSuite solution would provide a customer-centric portal to let customers track the progress of orders, view the history of their interactions with Internode and undertake many self-service activities.

The new software includes fully integrated customer relationship management (CRM) and enterprise resource planning (ERP) applications, delivered as a software-as-a-service (SaaS) solution, and Tapper says it will help the company “maintain its reputation for great customer service” as it grows.

According to Tapper, the company’s research shows that more than 90 per cent of its customers “come on board after being recommended by a family member, friend or colleague,” which, he adds, is “great testimony to Internode’s credibility with its customers, so we want to ensure we protect and improve that reputation as we grow.”

Internode, says Tapper, chose NetSuite because it was the best system for managing its customer interaction, and the system would provide a “much more user-friendly and automated interface for frontline staff.”

“Integration with Internode’s telephone system will speed up service by automatically presenting staff with customer details if the customer has Calling Line Identification (CLI) turned on.
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