Case Study: Hong Kong and China Gas Ltd. (Towngas) optimizes customer care and field service operations by leveraging CRM


Conference: Metering, Billing, CRM/CIS Asia-Pacific 2005.
Location: Shanghai
Presenter: Tony C.W. Yeung and Eric-Thierry Martin
Abstract: In this paper Yeung and Martin off an in-depth analysis of the optimization of customer care and service operation at Towngas. In particular they focus on Towngas, their IT business challenges, CRM vendor selection criteria, CRM project description, lessons learned and CRM benefits.