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