Mobile phone retailer turned telco, Crazy John's, has deployed Graham Technology's Customer Relationship Management (CRM) system to centralise sales across its 100 retail outlets.

The adoption of Graham Technology’s ciboodle CRM platform (the first deployment of the software in Australia) was precipitated by Crazy John’s transition from retail dealer to network provider after it switched business models in July last year.

“The needs associated with being a dealer changed dramatically when we became a network operator,” said Stephen Tuffley, head of operations at Crazy John’s. “Back then, Telstra owned the customer, but now we own all the customers and with that comes the need to have a CRM to provide backend and network support and most importantly bill people.”

In developing the system for Crazy John’s, Graham Technology custom designed the solution architecture, screens and business processes to host a range of features including; sales, customer and account management, operational and analytical reporting and order management.

"ciboodle has provided us with all of the tools we need to achieve our key objective of delivering the three C’s – customer service, customer choice and cost control,” Tuffley said.

Although Crazy John’s wouldn’t divulge the cost of the package, Tuffley said the financial investment was a substantial amount.

Telecom New Zealand is another customer of Graham Technology.