RACSA

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

Project Engineer, RACSA

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.