With 800,000 customers, RACSA is the leading telecom company in Costa Rica, providing customers with an ever-expanding array of services, including broadband, Internet and data services.
“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
Business Need
- Reduce customer service costs.
- Deliver a consistent, rewarding customer experience.
- Optimize operational efficiency.
Challenges
- Systems required to operate new IVR environment—Sybase billing system, Siebel CRM platform and others—were islands of fragmented, disconnected data.
- Names, addresses and other valuable customer data often didn’t match up.
Solutions & Results
- Saved $642,000 per year.
- Helped sustain its leadership in competitive, deregulated Costa Rican telecommunications market.
- Enabled company to redeploy 15 call center agents to other tasks.
- Enabled deliver prompt, expert and rewarding service.
- Reduced customer enquiry response time by 50%.
- Eliminated 12% of all outbound calls from the call center.
Products & Services
Informatica PowerCenter Real-Time Edition
Integrates and provisions operational data in real time.
Informatica Data Quality
Transforms the way your business works by instilling trust in data at all times.
Informatica Data Explorer
Finds hidden risks, pinpoints structural issues, and stops quality problems from spreading in data.
Informatica PowerExchange for Enterprise Applications
Accesses major enterprise and packaged applications, whether on-premise, outsourced, or hosted software as a service.
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