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RACSA

To improve customer service in a competitive market while cutting costs, the telecom wanted to shift a significant number of customer requests from its overburdened call centers to self-service online and phone systems. Accomplishing this task required RACSA to clean up and integrate transaction, customer, and billing data.

With 800,000 customers, RACSA is the leading telecom company in Costa Rica. To improve customer service in a competitive market while cutting costs, the telecom wanted to shift a significant number of customer requests from its overburdened call centers to self-service online and phone systems. Accomplishing this task required RACSA to clean up and integrate transaction, customer, and billing data.

Challenges

  • Reduce customer service costs
  • Optimize operational efficiency
  • Deliver a consistent, rewarding customer experience
Informatica real-time data integration is driving efficiencies — the annual saving of $642,000 is exceptional and will help RACSA sustain its leadership in the competitive Costa Rican telecommunications market.
— Manuel Pereira
Project Engineer
RACSA
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Results

$642,000 Eliminated

in customer service costs annually

Additionally:

  • Reduced customer inquiry response time by 50 percent
  • Freed 15 outsourced call center agents for other tasks
  • Eliminated 12 percent of all outbound calls from call center

Technologies Used

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