PROTON Launches CARES in Partnership with Oracle’s Siebel CRM

Malaysia, 21 December, 2011 – PROTON Holdings Berhad recently launched CARES (Customer Advocacy Relationship Enhancement System), an end-to-end customer relationship management system (CRM) in partnership with Oracle Malaysia. CARES is built on Oracle’s Siebel CRM solution which was successfully delivered on-schedule by Oracle Consulting Services (OCS). PROTON purchased the Oracle solutions in November 2010 and the project went live in August 2011.

This launch marked the completion of Phase 1 which is essential to PROTON’s key business units in realizing the delivery of a consistent and superior customer experience. Marketing campaigns can now be carried out via emails and SMS. At the same time, it tracks customer’s responses to measure real-time campaign effectiveness. For operations, the single customer view feature will be a powerful tool for PROTON’s sales and after-sales staffs in delivering consistent customer experience across its customer’s touch-points, namely the i.care contact centre, sales and service branches.

“I would like to congratulate and thank the CARES project team for completing this project as per planned, on schedule,” said PROTON Group Managing Director, Dato’ Sri Haji Syed Zainal Abidin Syed Mohamed Tahir. “In line with our Committed to Be Better promise, PROTON’s key business units will utilize this powerful CRM tool to strengthen Proton’s brand and customer perception which will ultimately translate into business profitability,” he said.

According to Dato’ Sri Haji Syed Zainal, the end-user-trainings (EUT) were conducted nationwide a month prior to the launch. “For CARES Phase 1, we emphasized on enhancing four main areas; sales lead management, after-sales service management, marketing campaign management and enterprise communication services.”

Managing Director of Oracle Malaysia, Jimmy Cheah added, “We feel that this is just the beginning of PROTON’s CRM journey. Oracle is proud to be part of the collective determination of people, processes and technology in order to realise the success of this project, and we would like to congratulate PROTON for reaching the milestone of CARES Phase 1 System.”