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    Proton launched it’s new system for customer service upgrade to enhance after sales service, marketing campaign, sales lead and enterprise communication. It is called CARES, Customer Advocacy Relationship Enhancement System which would bring Proton one step higher in handling the customer and managing the business appropriately. More news from bernama:


    Proton Holdings Bhd recently launched the Customer Advocacy Relationship Enhancement System (CARES), an end-to-end customer relationship management system (CRM), in partnership with Oracle Malaysia.

    CARES is built on Oracle’s Siebel CRM solution which was delivered on-schedule by Oracle Consulting Services.

    Proton purchased the Oracle solutions in Nov 2010 and the project went live August this year.

    In a statement Wednesday, Proton said the launch completed phase one which was essential to its key business units in realising the delivery of a consistent and superior customer experience.

    It added, marketing could now be carried out via e-mails and short messaging services and it also tracked customers’ response to real-time campaign effectiveness.

    For operations, the single customer view feature would also be a powerful tool for Proton’s sales and after-sales staff in delivering consistent customer experience across its customer’s touch-points, namely the care contact centre, sales and service branches, it said.

    Group managing director Datuk Seri Syed Zainal Abidin Syed Mohamed Tahir said in line with Proton’s “Committed to Be Better” promise, its key business units would utilise the CRM tool to strengthen Proton’s brand and customer perception which would translate into business profitability.

    He added, the end-user-trainings were conducted nationwide a month prior to the launch.

    “For CARES phase one, we emphasised on enhancing four main areas, namely the sales lead management, after-sales service management, marketing campaign management and enterprise communication services,” he was quoted in the statement.

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