3 Mobile's CRM system hit with glitch

Call centre staff unable to access customer account details for much of yesterday

3 Mobile has admitted to an outage in its CRM system yesterday that saw the mobile provider unable to service customer account queries for much of the day.

According to one 3 Mobile customer with multiple services, who contacted CIO anonymously, customers dialling 3’s call centre late yesterday morning were told that call centre staff had no access to account details because all customer facing systems were down.

Calls later in the afternoon to the company’s Australian business helpline received similar statements with advice that the service was due to be restored by about 4pm.

A spokesperson for 3 Mobile could not confirm whether the outage was due to a spike in request due to the end of the financial year, or whether the outage was related to the integration of services as a result of the merger between telecommunications companies Vodafone and Hutchinson, which owns the 3 Mobile brand.

“[The] CRM service issues experienced yesterday [was a] technical issue [that] has now been resolved,” the spokesperson said. “Unfortunately, I have no further information and errors such as these can occur from time to time.”

Early last month, the ACCC the Australian Competition and Consumer Commission (ACCC) gave the green light for the merger of Vodafone and Hutchinson to go ahead following a three month investigation.

The new combined entity will operate under the name Vodafone Hutchison Australia (VHA).

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