CRM for Telecom Companies, Media, and Broadcasters
Omnichannel support for thousands of subscribers, churn control, and work with advertisers and media partners — in one system on Dynamics 365.
About the Solution
What is CRM for Telecom and Media
CRM for telecom and media is a system built on Microsoft Dynamics 365, designed for high volumes of subscriber and viewer inquiries, the need for omnichannel support (calls, chat, social media, email), and parallel work with B2B clients — advertisers and media partners.
Telecom operators and media companies operate in two worlds at once: mass B2C service for subscribers or viewers, and B2B sales for advertisers and corporate clients. Each has its own logic — but they're often run in separate, disconnected systems.
CRM on Dynamics 365 unifies both: support sees a subscriber's full history regardless of channel, while the ad sales team works in the same ecosystem with B2B deals and contracts.
| Platform | Microsoft Dynamics 365 Customer Service + Sales |
| Who it's for | Telecom operators, media holdings, broadcasters, streaming services |
| Key processes | Omnichannel support, churn control, advertising contracts |
| Channels | Calls, chat, email, social media, messengers — one unified view |
| Analytics | Power BI — churn rate, satisfaction, campaign performance |
| Deployment time | 3–14 days for a basic configuration |
A familiar situation
Problems telecom and media companies face without a CRM
Sound familiar? CRM for telecom and media solves exactly these problems.
Subscribers repeat their issue on every channel
They message in chat, then call, then message on social media — explaining the situation each time because agents can't see history from other channels.
Churn is noticed too late
A subscriber about to switch to a competitor usually sends warning signs first — complaints, reduced activity. Without a system, those signals get lost.
High inquiry volumes mean long wait times
Without routing and prioritization, requests are distributed unevenly, and critical issues wait in the same queue as simple questions.
B2B ad sales run separately from subscriber service
The ad sales and content partnerships team works in a different system — management doesn't see the full company picture.
No analytics on service quality
How long it takes to resolve an issue, what the most common topics are, where service is falling short — without a system, this is impossible to see systematically.
Hard to personalize offers for subscriber segments
Without a unified database, effectively segmenting the subscriber base for cross-selling additional services or plans is impossible.
Capabilities
What CRM for telecom and media on Dynamics 365 can do
From mass subscriber support to B2B ad sales in one system.
Omnichannel support in one screen
Calls, website chat, email, Facebook, Instagram, Telegram, Viber — all of a subscriber's touchpoints unify into a single record, no repeated explanations.
Churn prediction and control
Dynamics 365 Customer Insights AI models analyze behavioral signals and help flag high-churn-risk subscribers before they leave.
Smart request routing
Automatic distribution of requests by topic, priority, and agent workload — critical issues get handled first.
B2B pipeline for advertisers and partners
A separate sales pipeline for advertising contracts, media partnerships, and corporate clients — in the same system as subscriber service.
Subscriber base segmentation
Customer Insights segments subscribers by behavior, plan, and activity — for personalized offers and cross-sells.
SLA and service quality control
Automatic tracking of response and resolution timelines, with escalation of overdue requests to responsible managers.
Knowledge base and quick answers
Agents get recommended responses from a knowledge base — faster resolution of common issues without escalating to a second line of support.
Advertising campaign management
For media companies — tracking ad placements, monitoring contract fulfillment, and airtime or publication deadlines.
Power BI analytics for service and sales
Churn rate, resolution time, customer satisfaction (CSAT/NPS), and ad campaign performance — in dashboards that update automatically.
In practice
What telecom and media tasks CRM solves
Real-world scenarios for support and sales teams after implementation.
A subscriber reaches out via chat, then calls
The agent on the call immediately sees the full chat history — the subscriber doesn't repeat themselves, and resolution time drops.
The system flags a subscriber at churn risk
Based on behavioral signals — reduced activity, complaints — Customer Insights marks the subscriber as a retention priority, and a manager gets a task to reach out.
A critical issue is auto-routed with high priority
A complaint about a service outage bypasses the general queue — the system recognizes priority and assigns an experienced agent.
The sales team signs an advertising contract
A B2B deal with an advertiser runs through the same system as subscriber service — management sees a unified revenue picture across the business.
A manager reviews weekly service quality
The Power BI dashboard shows churn rate, average resolution time, and customer satisfaction — management responds to trends, not isolated complaints.
Want to see CRM for telecom and media in action?
We'll show you in a demo how omnichannel support, churn prediction, and B2B ad sales work together in one system.
Who it's for
Who CRM for telecom and media is a fit for
The solution adapts to different segments of the industry.
Telecom operators
Mass support for mobile, internet, and cable TV subscribers across every communication channel at once.
TV channels and broadcasters
Managing advertising contracts, engaging with viewers, and working with content distribution partners.
Streaming and media services
Subscriber management, churn control, and personalized offers based on behavioral data.
Media holdings and publishers
Simultaneously working with advertisers, content distribution partners, and their reader or viewer audience.
In practice
Examples of CRM use in telecom and media
Unifying subscriber contact channels
A subscriber who messaged in chat and then called gets seamless service — the agent sees full context without repeated explanations.
- Shorter issue resolution time
- Higher subscriber satisfaction (CSAT)
- Fewer repeat contacts for the same issue
Early churn-risk detection
The system analyzes behavioral signals and builds a list of high-churn-risk subscribers — retention managers reach out proactively, before the subscriber leaves.
- Lower churn rate
- Proactive instead of reactive engagement
- Personalized retention offers
Transparent advertising contract tracking
The ad sales team manages advertiser deals in the same system as subscriber service — management sees total revenue across every business line.
- A unified view of company revenue
- Contract fulfillment tracking
- Faster cross-department alignment
Implementation Partner
Why implement CRM for telecom and media with Progresia
We build omnichannel support and B2B sales into one ecosystem, sized for high-volume inquiries.
Our approach
Audit of communication channels and load
We analyze how many inquiries come in today, through which channels, and where delays and lost context happen between them.
Omnichannel support setup
We connect calls, chat, email, and social media to a single Dynamics 365 Customer Service queue with smart routing.
Deploying churn prediction models
We configure Customer Insights to analyze behavioral signals and build lists of subscribers at risk of leaving.
Training support and sales teams
We train agents and B2B sales managers to work in the new system with minimal service disruption.
Power BI analytics and ongoing development
We build dashboards for service quality and sales, and help scale the solution as the subscriber base grows.
Why choose Progresia
- Certified Microsoft partner
- Experience implementing omnichannel solutions for high inquiry volumes
- AI churn-prediction models
- B2C service and B2B sales unified in one ecosystem
- 24/7 technical support
Ready to get started?
Get in touch — we'll assess your communication channels and propose a CRM configuration sized for your subscriber base.
Questions & Answers
Frequently asked questions about CRM for telecom and media
Does the CRM unify all subscriber contact channels?
Yes, Dynamics 365 Customer Service unifies calls, chat, email, Facebook, Instagram, and messengers into a single subscriber record — the agent sees full history regardless of the channel.
Can the system predict subscriber churn?
Yes, Dynamics 365 Customer Insights analyzes behavioral data and helps identify subscribers at high risk of leaving before they switch to a competitor.
Can B2B ad sales run in the same system?
Yes, Dynamics 365 Sales lets you run a separate pipeline for advertisers and partners within the same ecosystem as subscriber service.
Can the system handle high inquiry volumes?
Yes, Dynamics 365 is a Microsoft cloud platform built to scale to thousands of simultaneous inquiries with smart, priority-based routing.
How long does implementation take?
A basic omnichannel support configuration launches in 3–14 days. The timeline depends on how many channels need connecting and the volume of subscriber data migration.
Does Progresia help migrate data from an old system?
Yes, we migrate the subscriber base, contact history, and advertising contracts from a previous CRM or billing system into Dynamics 365 without data loss.
Bring subscriber service and B2B sales together in one system
CRM on Dynamics 365 helps telecom and media companies cut resolution time, reduce churn, and see a complete revenue picture across every part of the business. The Progresia team will help implement a solution — from audit to team training.