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Telecom operator IDEA Cellular has made an announcement saying it will implement Oracle India's Siebel customer relationship management (CRM) application for providing a uniform customer experience to both post-paid and pre-paid customers.

IDEA's strategic outsourcing partner, IBM, will undertake the implementation, which on completion is expected to address challenges arising from IDEA's extensive channel and dealer network and meet its fast-expanding customer base.

"We are excited and happy to be part of this tie-up with IDEA. This tie-up is unique for Oracle, since we have worked with various telecos across the world, but this is first ever implementation of Siebel CRM for a teleco in India to handle both the pre- and post-paid customer segment," said Surya Bhardwaj, senior director (Communications, Media and Utility Industries) of Oracle, India.

Siebel CRM solution will offer extensive out-of-the-box communications-specific functionalities along with superior architecture, flexibility, and scalability provided by Oracle, clamied the company.

Along with the deployment, IDEA will implement various communication applications modules from Oracle's Siebel CRM including Siebel Loyalty, Siebel Marketing, Siebel Service, and Siebel Partner management.

“I am confident that all IDEA customers will benefit significantly from our selection of Oracle’s Siebel CRM, which will undoubtedly be another first in the Indian communications industry,” said Prakash Paranjape, chief information officer of IDEA.

According to IDEA, presently it has 22 million subscribers on its networks based in 11 circles across India. With the plans for 2 new circles of Mumbai and Bihar in terms of expansion, IDEA has acquired licenses for these new circles. IDEA aims to expand its customer base over a period of 3 years and it's keen to offer better service satisfaction to its customers.

"In India there are more than 85 per cent pre-paid connection users and they should also be provided with end-to-end solutions. The applications would enable us to treat customer base as one single continuum," Paranjape said.

Prior to the Oracle Siebel CRM deployment for IDEA, IBM has deployed CRM solution to Bharati but it was for post-paid customers and even the technology and solution was different, said Amit Sachdeva, partner - (communication sector) of IBM India.

The deployment process by IBM will be done in different phases and the first phase will take about 12-15 months and then be subsequently followed by the later phases.