LONDON, Dec. 2 -- Logica, the global solutions company and DIGITEL, the Philippines second largest fixed line telecommunications service provider, and have been recognized for their innovative application of CRM and related technologies in customer contact centers. The report, published by Aberdeen Group, a leading IT market analysis and positioning services firm, is entitled "What works: Ten Successful Implementations in CRM/Contact Centers".

DIGITEL is the first telecommunications service provider in the Philippines to implement a CRM solution that is wholly focused in improving customer interaction to build stronger, more valuable long-term customer relationships. This included providing DIGITEL's customers with an integrated support for multi-channel customer touch points, including unassisted channels like fax, email, mobile phone and Internet as well as back-end systems. DIGITEL operates 2 Call Centers and equipped with 100 seats per center location. The call center can now handle over 70% of all customer interactions, enabling a key element in creating and maintaining customer loyalty and profitability across the organization.

Aberdeen's "What works" report was created to provide CRM suppliers and end-users with hard evidence of successful, best practice CRM contact center implementations, using case studies and customer interviews from around the world. Each entry to this year's report was rigidly assessed against a number of criteria, including the thoroughness with which the vendor investigated and understood the customer need, the selection of the most appropriate software, the effort and cooperation the vendor and client organization invested in implementation and training, and the return on investment. In this rigid selection process, the DIGITEL and Logica submission came up trumps.

Ms. Eloisa Alejandrino, Vice President, Customer Services Division of DIGITEL comments: "To differentiate our service in response to the growing competition we needed to strengthen our call center and customer centers capability with IT automation and an expanded CRM functionality. Given that we consolidated all customer help desk needs at the 2 Call Centers since January 1998, and left all revenue-generating customer interaction with our 110 Customer Centers spread across Luzon. DIGITEL has benefited immensely through an 87% increase in customer satisfaction, a significant reduction in customer complaints from both the Call Center and Customer Centers, and 110% increase of sale to call conversion. Logica has worked with DIGITEL on this implementation for 7 months and had thorough knowledge and experience in solving our business challenges."

Logica has provided DIGITEL with an all-exclusive integrated solution using Point's Teampoint and Webpoint software, which will also support CRM when DIGITEL implements 2.5G services in the future.

According to Stephen Lane, Aberdeen's Research Director for IT Services, "What was particularly noteworthy about the DIGITEL implementation was the way that Logica and DIGITEL visualized and planned every aspect from the perspective of how each customer interaction should flow, what data would be required when, and where different functions would intersect. This workflow-based planning approach allowed planners and stakeholders to visualize how things should work and then create an overall architecture that allowed for incremental improvements, which in turn enabled DIGITEL to manage costs, measure benefits, and justify and pay for continued improvements."

Eddy Rhemrev, President of Logica in Asia commented, "The close collaboration with DIGITEL has resulted in delivering true value to the end users. The recognition by the Aberdeen Group is a reward for the vision and passion that both parties have for delivering customer centric solutions."

Aberdeen's "What works: Ten Significant Implementations in Call and Contact Centers" report can be downloaded from Aberdeen corporate website under the link below: http://www.aberdeen.com/ab_company/hottopics/callcenters/default.htm

Logica:

Logica (LOG.L) is a leading global solutions company providing management and IT consultancy, systems integration, products, services and support. Logica's clients operate across diverse markets including telecoms, financial services, energy and utilities, industry, distribution and transport and the public sector. The company has revenues over 1 billion pounds and operates in 34 countries worldwide. Founded in 1969, Logica is the largest IT services company listed on the London Stock Exchange. More information can be found at http://www.logica.com/.

DIGITEL

DIGITEL (http://www.digitelone.com/) is the largest telecommunications carrier outside Metro Manila. In 2001, the company earned operating revenues of P6.5 billion and net income of P66.9 million.

Being one of only 2 telecommunications landline provider to meet its roll-out requirements under the Executive Order 109, DIGITEL subscribers totalled to 403,254 by EOY2001.