Teknosa Oracle Siebel CRM Project

Teknosa, the largest technology retail chain in Turkey, can now understand its customers better than ever.

Teknosa is one of Turkey's largest resellers of technology products and offers an extensive product portfolio in 270 stores located in 72 Turkish cities, which occupy 100,000 m2 of closed space combined. It employs 3,000 people.

Teknosa wanted to consolidate its scattered CRM applications within a single efficient structure to facilitate fast and efficient monitoring. In particular, the company searched for a system capable of storing customer data and increasing the company's understanding of customers. This ability would assist in creating personalized campaigns and provide reporting and efficient budget monitoring.

Teknosa found the answers to these needs in the CRM project it created with Innova. Customer data previously kept in different systems were integrated into a unified structure. At the same time, Teknosa's card application was segmented for all customers by integrating with mobile phones, thus opening the possibility to new creative campaigns. Teknosa gained a significant marketing advantage by accessing its data more quickly and effectively.

Teknosa now knows its 1.7 million customers better than ever, thanks to its new CRM application. In addition, the Teknosa Card application, which is integrated into customers' mobile phones, has helped to expand the company's customer loyalty program to more than 30% of its customers. Innova's state-of-the-art complaints and service management system means that customer problems and comments are now stored with their personalized records, helping Teknosa deal with issues more quickly and offer support to its call center staff.