Sailwayz boosts role of CRM in comms channel 

For any customer experience strategy to succeed it must have a full-blown CRM capability at its core, according to Sailwayz MD Joshua Eze. 

He argues that comms firms can only unlock their full potential by optimising and automating their business processes and reporting capabilities, and by holding a 360-degree view of the customer. 

Sailwayz is Salesforce.com partner and Eze has embarked on a campaign to boost the role CRM plays in the comms channel.

"From my experiences of implementing bespoke CRM systems for telecommunications companies, business processes are optimised, sales revenue increases and the company gains a holistic view of customers, which in turn improves the services offered," said Eze.