Synergy Group to Add Fibre to Operations at MCT Telecommunications

[Published on IT Web: 20 October 2009] -
MCT Telecommunications has selected Accpac CRM 200, from Softline Accpac, to foster better business practices and effortless information exchange throughout the enterprise and across its customer care activities. Synergy Group will be responsible for the implementation of the project.

Operating from Rivonia, Johannesburg, MCT Telecommunications is a leading provider of managed services for copper and fibre cable networks, and a supplier of operational support systems for outside plant (OSP) applications, as well as optical transport and specialised technology applications in the telecommunications environment.

Chief Financial Officer of MCT Masopha Moshoeshoe says the company is committed to consistently exceeding its customers' expectations by effectively aligning technology solutions and professional services with their business requirements. In line with this, one of the key factors that led to MCT's decision to invest in Accpac CRM is its industry-leading customer care automation module. "With its rich functionality, the customer care module will easily allow us to workflow the process we follow from the detection of a break to re-characterising the fibre as part of the maintenance and support service we provide. We will also be using this CRM module to project, manage and monitor the progress of our turnkey fibre-optic network and access builds.”

Ashley Regenass, CEO of Synergy Group, says the nature of MCT's operations call for monitored and transparent workflow and communication across its own departments, its clients, and other stakeholders involved in its fibre-optic network projects. “Our initial contact with MCT revealed that they needed a CRM solution that could go beyond sales force automation and that could easily be configured to manage multiple operational processes. They also needed a solution that would integrate to Accpac ERP. Integrating business rules across all channels, departments, and employees is easy with Accpac CRM automated workflows. In combination with e-mail integration, Accpac CRM ensures that actions requiring attention or escalation are automatically routed to the appropriate employees or partners.”

Keith Fenner, Sales Director, Softline Accpac, concludes that the scalability of Accpac CRM 200 supports MCT's commitment to continually evolve its business processes in order to track and assess its efficiency and effectiveness. “Accpac CRM is a vital component of any end-to-end business strategy. It offers outstanding functionality - from lead generation to sales to support - while providing an architectural foundation unique in the industry that adds value both at installation time and for the lifetime of the business.”