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TalkTalk is NetSuite on CRM
Hoping better customer service may turn things around

By Will Sturgeon

Published: Thursday 09 November 2006

TalkTalk, the home phone and free broadband arm of Carphone Warehouse, has signed a deal with on-demand CRM vendor NetSuite.

The deal will see 1,300 Carphone staff using NetSuite's CRM+ package in order to track customer orders and subscriptions and better resolve customer service issues.

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Carphone Warehouse has admitted it was caught off-guard by the consumer clamour for its broadband services and said this deal will enable it to get on top of that demand.

Matthew Peers, IT finance director for Carphone Warehouse, added that the on-demand model will allow that to happen without the lengthy installation and rollout associated with other CRM offerings from larger players.

Carphone Warehouse has taken a considerable hit to set up TalkTalk, heavily subsidising the 'free' offering to the tune of around £90m this year.

The company has also acquired AOL UK, a deal expected to conclude at the end of this year, making Carphone Warehouse the third largest ISP in the UK.

NetSuite's TalkTalk deal adds to earlier deals with Carphone Warehouse's Business Solutions and Opal Telecom business units, making Carphone Warehouse the on-demand player's biggest UK customer by some distance.