Carphone Warehouse banks on CRM for growth

Carphone Warehouse has begun migrating to a new customer relationship management and billing platform.

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Carphone Warehouse has begun migrating to a new customer relationship management and billing platform.

In its annual results, the mobile phone retailer’s chief executive, Charles Dunstone, said he was confident the Tibco platform will improve the company's performance.

In its preliminary results to 31 March Carphone Warehouse said profits after tax were £112 million, down £137m year-on-year. Net debt has been reduced to £182m from £843m. This was achieved by selling 50 per cent of its retail business to US retailer Best Buy.

Discussing the continued investment in CRM and billing technology, Dunstone said it will "enable us to provide enhanced services to customers in the years ahead".

In January 2007, Carphone Warehouse announced it would be integrating the Tibco Software service-oriented architecture and business process management platform for order management, service activation, billing and CRM. Migration to the Tibco technology continues.

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