Modernized Operations for Millions of Customers and 10,000 Employees with Creatio’s No-Code Platform
A few years ago, Ukrtelecom initiated a digital transformation project that integrated all its divisions and key information systems. Introducing the Creatio platform, the company's employees in all regions of Ukraine received tools for fast and high-quality customer service.
Today, the modern CRM platform helps Ukrtelecom not only find an individual approach to each customer but also ensures the availability and continuity of the company's services. Pavlo Holitsyn, Director of the Information Technology Directorate at Ukrtelecom, along with project contributors from Creatio's partner Banza—Violeta Saviechyna, Project Portfolio Manager, and Anatoliy Troshyn, Chief Operating Officer—shared the success story of this transformative project.
About Ukrtelecom
Unified IT Ecosystem
as a Top Priority
Ukrtelecom embarked on a digital transformation project mainly to tackle the chaotic landscape of disparate systems commonly called the "zoo of systems". Almost every process had its dedicated software which had to be customized, maintained, and developed. Many processes conflicted with each other or were not formalized. Users had to work in several systems at the same time and jump from one window to another to complete their current tasks. All these factors slowed processes and created obstacles to quality customer service.
Creatio’s no-code platform for workflow automation and CRM became the technological foundation of the new project. The flexible tools made it easy to customize the system's interfaces and create business workflows to meet the company's needs. Creatio's out-of-the-box solutions for marketing, sales, and service helped implement industry standards within the organization.
The project also included two other important Ukrtelecom information structures - billing and accounting. To maintain the seamless operation of the entire company, it was essential to establish an integrated set of systems. The end-to-end processes had to cover a range of different business lines including the contact center, service request management, B2C and B2B sales, service connection and management, a single product catalog, customer service, Field Force Management (FFM), and dispatchers.
The challenges posed by stricter information security requirements and the potential vulnerability of the company's physical infrastructure emerged as distinct issues during the war. To address these challenges, the solution involved migrating the system to the cloud. This not only safeguarded the data but also streamlined the allocation of resources, reducing the need for ongoing maintenance of the IT infrastructure without compromising quality.
The success of the initiative hinged on the collaborative efforts of various project teams
The company had to construct most of the digital processes from the ground up, as the project demanded a fully customized solution tailored to meet Ukrtelecom's specific needs and requirements.
Different specialists were involved in the project at different stages:
Ukrtelecom’s large team that included all related roles - from business users and analysts to developers and security and infrastructure specialists (more than 20 specialists in total).
Banza: contributed a professional team of analysts, developers, and testers under the leadership of a project manager from the integrator's side.
Metinvest Digital: provided specialists in database management, infrastructure, and monitoring.
Creatio supplied a team of specialists for vendor oversight and ongoing support.
department of Ukrtelecom
Boosted efficiency through
the automation of end-to-end processes
The project entailed numerous customizations aimed at integrating Ukrtelecom's distinct business lines and constructing end-to-end customer service processes within Creatio. The system seamlessly brought together approximately 10,000 employees. This not only facilitated expedited information processing, including the handling of requests, customer service, and communications, but also streamlined various operational tasks such as generating statistics and reports. The project included the following customizations:
- Contact Center: Custom distinctive solution known as the Operator Window, which consolidates all essential subscriber information for swift and efficient service.
- Customer Incident Management for Internet Services: Upon receiving a customer request, the contact center operator logs an incident, which is then processed by the technical department. If necessary, a task is transferred to a specialist.
- Field Staff Management: An innovative initiative developed from the ground up by Creatio, this cutting-edge tool optimizes operations. A specialized auto-scheduling mechanism, enhanced by AI technologies, aids in prioritizing tasks and selecting the most suitable employee for resolution. In summary, the Field Force Management (FFM) tools have enabled a 30% increase in productivity, a 25% reduction in the number of error incidents, a 20% decrease in service time costs, and a 24% improvement in customer satisfaction.
Step into the future with a platform core upgrade and cloud migration
The migration to the cloud demanded a specialized approach, emphasizing the necessity for a swift and seamless execution to prevent disruptions to the company's operations. Consequently, this stage of the project called for extensive preparatory work and the active involvement of all participants. The upgrade followed an iterative process, incorporating new data blocks into Creatio every week, ensuring the business experienced no delays or interruptions in both internal and external processes.
Post-migration, Ukrtelecom observed a substantial increase in operational performance.
On average, all operational productivity has increased by 39% due to the cloud environment. The upgraded infrastructure has become even more resistant to external interference. The decentralization contributes to an overall increase in the level of information security. Thanks to the migration to virtual servers, it is now possible to quickly deploy and scale the company's infrastructure.
The cloud environment ensures server availability, ultimately playing a crucial part in the delivery of high-quality services around the clock. With the increased level of system performance, specialists can process information and requests from subscribers more quickly, enhancing the overall customer experience.
Directorate at Ukrtelecom
About Banza
Banza is a leading Ukrainian IT company, serving as a vendor and top partner of Creatio. Leveraging a unique synergy of technologies, low-code process management, and years of experience, the company excels in facilitating the seamless implementation of digital transformation and innovation in business. Banza has executed projects that involve implementing solutions for automating processes in sales, banking, logistics, production, customer service, and various other domains.
