Skip to main content

Save or Share this Report

For Application Development & Delivery Professionals

CRM Solutions For The Utilities And Telecommunications Industries

Solutions To Support Key Customer-Facing Business Processes

January 21, 2011

Primary author headshot


  • By William Band
  • with Paul D. Hamerman,
  • Andrew Magarie

Why Read This Report

Forrester reviewed 24 CRM suite solutions to understand their strengths and weaknesses to support eight key cross-functional processes in the utilities and telecommunications industries: 1) customer management and billing; 2) financial customer care and dispute management; 3) service management; 4) order management; 5) dealer management; 6) telecommunications order management; 7) product management, including bundles; and 8) customer financials management. We found that Amdocs, Oracle PeopleSoft, Oracle Siebel CRM, and SAP CRM stand out with strong solutions and substantial experience with companies in these sectors. Microsoft Dynamics CRM and Oracle E-Business Suite CRM also offer capabilities to support the utilities and telecom sectors, either natively or through integration. Oracle CRM On Demand, Pegasystems, RightNow Technologies, and Sword Ciboodle can help utilities and telecom organizations with niche strengths but provide limited support for most of the customer processes evaluated. In addition to doing deep due diligence about the fit of CRM solutions to meet the unique requirements of the utilities and telecom industries, business process professionals must take into account the increased popularity of the software-as-a service (SaaS) deployment approach, the rise of business process management (BPM) solutions, and the rapid adoption of mobile technologies.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • CRM Solutions Adoption Continues To Rise
  • Utilities And Telecom Providers Require Excellence In Eight Key Processes
  • Vendors Offer CRM Solutions Tuned For Utilities And Telecom

  • Redouble Due Diligence To Find The Right Solutions For Utilities And Telecom
  • Supplemental Material
  • Related Research Documents