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.
  • 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


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