Case Study

Customer since: 2012

The Company

The Audio Visual Global JSC (AVG) is a pay-TV operator in Vietnam with a subscriber base of over 300K and a growth rate that will allow it to soon reach 1 million subscribers.

The Challenge

For AVG time to market and flexibility to offer innovative features were crucial in order to allow it to take advantage of a market opening to offer pay-TV content with emphasis on local sports and films.

The Goals

Key project objectives were:

• To increase working performance and to reduce employees’ burden in subscriber management by automating its processes, such as subscription activation, termination etc.
• To increase competition power by allowing flexible pricing plans, billing methods, subscriber account management and easy application of promotions and discounts for individuals or groups of subscribers.
• To support all popular payment methods such as cash, bank transfer, scratch cards, Paypal and postal service.
• To create and send invoices to subscribers quickly and easily.
• To enhance collaboration between parties involved in business processes so that AVG can control quality of services provided to customers.
• To have centralized customer information in order to keep data consistent and to allow all changes and information updates to be quickly shared and available to all parties.
• To control business process among AVG and its partners
• To support management tasks, planning tasks of marketing, sales and customer services by providing accurate reports.
• To enforce and rapidly implement marketing campaigns.
• To monitor the quality of customer service.
• To monitor and control all business processes and assure that they run as supposed to.  Processes should cover all aspects of work, from distribution of set-top-boxes and smartcards to sales and customer service processing.

The Solution

CRM.COM approached the project in 2 phases. In the 1st phase the software was set up and put in live operation in less than 6 months, allowing AVG to start earning revenue. In the 2nd phase CRM.COM’s technical platform features proved helpful, where the AVG technical team were trained to extend the software and utilize the CRM.COM API to link the software to numerous external order, logistics and payment systems.

The Outcome

After the launch of the CRM.COM Subscriber Management and Billing System, financial-wise, AVG experienced an increase on the volume of subscribers which subsequently resulted in an increase of revenue. Operational-wise, AVG improved the management of its subscriber base around its business functions with CRM.COM Software’s automated processes.

Testimonial

“The flexibility of the CRM.COM Software allowed us to work with a diverse partner network, such as VNPost, and sign up tens of thousands of subscribers within a couple of months. The CRM.COM project team was experienced, knowledgeable and easy to work with and led to an efficient project implementation that was launched on time”

– Nguyễn Công Dự, IT Director, AVG