TPSA to introduce call center in bid to retain customers

Prokom, one of Poland's leading system integrators and software developers, is to sign a cooperation agreement with French-based Sofrecom concerning the introduction of a Customer Relationship Management (CRM) system in TPSA. The Gdynia-based company will receive around 25% of total value of the contract worth zl. 67 million for developing the initial stage of the system in Poznan. Further contracts are to be negotiated for each stage of the project. In Poznan the companies will develop a pilot system and a call center dealing with individual clients and some business customers. "Based on the pilot system, we will be able to define further guidelines and correct any mistakes," Puls Biznesu was told by a source close to the project. Analysts estimated that the total value of the CRM system will probably be zl. 100 million, however after the bid was closed sums up to zl. 180 million were mentioned. It is hoped that the system will help stop clients from leaving the operator and also attract new customers. TPSA will use a system developed by PeopleSoft. (Puls Biznesu, p. 3) A.K.