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What Problem CRM for Telecom Solves

  • Increase sales.
  • Sales forecasting - Rather than offering an overview of historical data, a CRM provides a forecast of future trends and events that will impact revenue and profit.
  • Increase customer retention.
  • Workflow Automation for consistency in proven processes.
  • Centralized and quick access to customer information.
  • Capture feedback.
  • Ticket management for excellent support.
  • Minimize the risk of losing a lead or customer in a high employee turnover environment where information about a lead or customer is always available and a new employee can start from where the progress was stalled.

Traditional CRM was scaled up for The Telecom industry with the following features…

  • OSS (Operations Support System) and BSS (Business Support System)
  • Customer interaction management
  • Prepaid-postpaid convergence
  • Contract management
  • Integration with Web/VoIP Telephony
  • Customer 360-degree view
  • Integration with billing management or use of in-built invoicing
  • Ticket/Dispute Redressal Management
  • Partner/Reseller management
  • Sales and sales commission management
  • Secure and controlled access to customer and related information

CRM Related Services

CRM Customization Implementation icon

Analysis and consulting

Strategy and Roadmap

Strategy and Roadmap

Processes standardization

Processes standardization










Migration and Upgrade

Telecom CRM Overview


Customer 360

Comprehensive customer 360-degree view of a Telecom CRM system with customer's interactions, transactions, and information across various touchpoints and channels with important features such as,

  • Billing and Payment History
  • Usage Data
  • Recharge History
  • Service and Plan Details
  • Customer Preferences
  • Device Information
  • SIM Card Information
  • Self-Service Options
  • User Access Control

Inventory Management

Inventory management features in a Telecom CRM are essential for companies to effectively manage their physical and digital assets. Here are some key features within a Telecom CRM

  • Asset Tracking
  • Inventory Visibility
  • Stock Levels and Alerts
  • Order Management
  • Serial Number Tracking
  • SIM Card Management
  • Device Management
  • Returns and RMA
  • Stock Valuation

Cashier / Store management

Implement Cashier and store management features within a Telecom CRM with some key features,

  • Point of Sale (POS)
  • Inventory Management
  • Customer Orders and History
  • Pricing and Promotions
  • Commission Tracking
  • Cash Management
  • Multi-Store Support
  • Reporting and Analytics

Referral Programs

Implement Account management features in a Telecom CRM system for effectively managing customer accounts, subscriptions, and related activities in the telecom industry. Here are key account management features in a Telecom CRM

  • Customer Profile Management
  • Billing and Invoicing
  • Subscription Management
  • Bill Payment Processing
  • Payment History and Receipts
  • Credit Checks and Verification

Order Management

Order management features in a Telecom CRM system are essential for telecom companies to efficiently process orders. Here are key order management features in a Telecom CRM

  • Order Status Tracking
  • Order Modification and Cancellation
  • Order Workflow Automation
  • Billing Integration
  • Multi-Channel Order Entry

Loyalty Program

Implement a loyalty program within a Telecom CRM system to retain existing customers and encourage brand loyalty. Here are the key features of a loyalty program within a Telecom CRM

  • Tiered Membership Levels
  • Reward Point Accumulation
  • Promotions and Special Offers
  • Points Tracking and History
  • Referral Programs

Happiness Meter

A Happiness Meter feature in a Telecom CRM system is a tool used to measure and monitor customer satisfaction and happiness. Here are the key Happiness Meter features in a Telecom CRM

  • Customer Feedback Collection
  • Real-Time Data Capture
  • Automated Triggers
  • Real-Time Reporting
  • Alerts and Notifications
  • Performance Benchmarking
  • Engagement Rewards

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