3 named runner-up in Gartner CRM awards

October 13, 2004

3UK announced that it was runner-up in Gartner's 2004 CRM Excellence Awards for the implementation of PeopleSoft Enterprise Customer Relationship Management (CRM). Research firm Gartner commended 3 for the superiority of its CRM solution, which has significantly improved customer satisfaction while reducing support and maintenance costs.

Gartner named 3 as runner-up for its CRM Excellence Award, Large Enterprise category, at its Customer Relationship Management Summit 2004 in Scottsdale, Arizona, USA. Gartner evaluated the award finalists on its "Eight Building Blocks of CRM": vision, strategy, valued customer experience, organisational collaboration, processes, information (collecting the right data and routing it to the right place), technology, and metrics. 3 met Gartner's criteria for CRM as a business strategy that maximizes profitability, revenue, and customer satisfaction.

3's aim for its CRM implementation was a customer-centric service and support system that would enable the company to serve customers in a personalised manner. PeopleSoft Enterprise CRM provides each customer-facing advisor with the tools needed to handle any inquiry and better serve the needs of the fastest growing mobile network in the UK.

David Cooper, Chief Technical Officer of 3 UK, said: "3 is a customer-focused business and we're very pleased to have our implementation of PeopleSoft CRM recognised by Gartner. PeopleSoft CRM puts the customer at the heart of everything 3 does, by providing a centralised source of customer information, offering customers the right product at the right time and in the right way. 3 aimed to create an environment that empowered our customer service advisors, so they could better meet the needs of our rapidly-growing customer base."