Modernized Telecom for Millions of Customers and 10,000 Employees with Creatio’s No-Code Platform

Ukrtelecom stands as one of Ukraine’s largest telecommunications companies, providing comprehensive modern services to customers across the nation. Renowned for its high-speed fixed-line Internet coverage, Ukrtelecom fulfills the demand for Internet connections even during martial law, continuously experiencing growth in its subscriber base. With its powerful contact center and a distributed network of customer service, the operator provides services to individuals and legal entities.

Non-automated contact center, employees spend a lot of time for manual operations, non-effective field force management

Develop an unified platform to manage the full cycle of customers and team relationships 

Customise Creatio Platform and implement Banza ready-to-use solutions and individual services. The project included the following automations:

• Contact Center: Custom distinctive solution known as the Operator Window, which consolidates all essential subscriber information for swift and efficient service.
• Customer Incident Management for Internet Services: Upon receiving a customer request, the contact center operator logs an incident, which is then processed by the technical department. If necessary, a task is transferred to a specialist.
• Field Staff Management: An innovative initiative developed from the ground up by Creatio, this cutting-edge tool optimizes operations. A specialized auto-scheduling mechanism, enhanced by AI technologies, aids in prioritizing tasks and selecting the most suitable employee for resolution. 
• Cloud Migration