TalkTalk Direct Chooses NetSuite CRM+ for On-Demand IT Help to Align with Explosive Growth

LONDON and SAN MATEO, Calif. (November 09, 2006) – NetSuite, Inc., the leader in on-demand business software suites, today announced that TalkTalk Direct, the communications and free broadband provider owned by The Carphone Warehouse Group (a UK FTSE 250 company), Europe’s leading independent communications retailer, has deployed NetSuite CRM+ to further improve customer support.

To support its innovative and revolutionary way of providing free broadband, TalkTalk needed a superior IT infrastructure to meet the requirements of an ever-increasing subscription rate and to provide even better customer support. Having licensed more than 1,300 seats, TalkTalk has now gone live with NetSuite CRM+ for the powerful customer support functionality it requires. For more information please visit

With more than 500,000 free broadband customers, TalkTalk has become one of the largest broadband providers in Europe. It offers consumers a package that includes line rental and international voice calls for just £20.99 a month, together with unlimited free broadband of up to 8 Mb speed. The Carphone Warehouse was the first to offer such a service in the UK and has pioneered a broadband revolution, forcing competitors to change the way they charge.

This business strategy has resulted in exponential growth in TalkTalk’s customer base and call centre traffic. In searching for a new technology solution to support this growth and evaluating many software packages, TalkTalk decided to standardise its customer services and fault management operations with NetSuite. This was fundamentally due to the rapid speed of implementation that NetSuite offers and the elimination of lengthy IT development.

“We continue to expand our capacity to handle greater-than-expected call volumes and improve customer service,” said Matthew Peers, IT Finance Director for The Carphone Warehouse. “With NetSuite CRM+, we expect to provide even faster and better customer service. This is the main reason why we chose an on-demand software solution that is proven to work successfully in our sector of the industry.”

“We have had great success in the telecommunications industry, and the TalkTalk win is our biggest to date,” said Dean Mansfield, Senior Vice President of Worldwide Sales at NetSuite. “We look forward to supporting the Carphone Warehouse Group’s innovative strategies across Europe.”

Source: NetSuite