- Low-code platform
The new initiative with Creatio was aimed at improving customer service, while ensuring Tele2 had the flexibility and scalability to support rapid growth.
Tele2 is one of Europe’s leading telecommunication companies, operating in 8 countries and servicing more than 40 million subscribers.
Tele2’s footprint includes both developing and mature markets. One of the most notable operations is in Russia. Since 2003, Tele2 has grown from a small local carrier to a market leader by prioritizing customer service. Today, in Russia, the subscriber base has reached over 40 million.
The continuous growth left Tele2 with technology that no longer supported the company’s unceasing expansion. The telecommunication giant was tending to thousands of requests per day through four contact centers in various time zones; jeopardizing the customer experience was not an option. It was time to upgrade. Creatio was selected for its ability to quickly implement the software, its proven successful adoption rates and its belief in change acceleration.
The ability to service clients through their preferred channel is a must for service-oriented Tele2. The unified database of Tele2 services in Creatio facilitates the work of the service agents and regulates service processes. Creatio’s technology enables Tele2 to swiftly process requests submitted via self-service portals, emails, phone calls, and the mobile application called ‘Tele2 Companion’. The request is then automatically routed to the most suitable agent through automatic case routing capabilities increasing not only the efficiency, but also the quality of the case resolution.
Tele 2 also integrated Creatio with Web Dealer (internal portal), Umbrella (contact center software) and a fault management monitoring software to orchestrate service processes.
“In the communications industry, loyal clients are the key to success.” – Dmitri Petlin, Head of Internal Service Operations at Tele2.
The history of all reported events is tracked in the unified database via Creatio’s dashboards. This helps Tele2 monitor known problems and errors and easily identify pattern correlations. Tele2 is able to analyze the data by case resolution type, time spent on case resolutions, overdue cases, territories, service teams, etc. In addition to powerful analytics, Tele2 also leverages Creatio’s best practice business processes that include incident classification, investigation and resolution, incident closure and customer feedback collection.
With these key processes available out-of-the-box, the project implementation and migration of data was completed in less than 8 months.
“The flexibility and easy customization were the most attractive aspects for us in choosing Creatio,” explained Dmitri Petlin. “We were also impressed with the timeframes and high delivery standards guaranteed by the company.”
Due to the auto-case routing capabilities that quickly identify the appropriate agent by service type and territory, Tele2 has significantly accelerated the speed of case processing. Now, each request from a client is answered within 40 seconds. The level of customer satisfaction has reached 94% within only 3 months of the project implementation. Tele2 believes that respecting the customer’s time is key to a happy, loyal customer. And at the end of the day, it’s all about the customer.
“By deploying Creatio, we’ve quickly focused our employees to working as a team to maintain strong customer relationships with our clients while streamlining our internal and external service processes,” added Dmitri.
CEO and Managing Partner Creatio
The last 17 years have been an incredible journey for our team at bpm’online. When we started the company, it was just a handful of young graduates with big dreams, ready to work hard to achieve them.
Over the years, we have experienced lots of ups and downs of growing and running a business. However, there has always been one thing that inspired us: the powerful, unique solutions created on the bpm’online platform by our community of partners and customers, many of whom I am proud to call friends.
Our customers and partners use bpm’online platform and CRM solutions to bring business ideas to life through automation. Solutions that they create reflect unique differentiation of their companies, these solutions are their own creations. It is in the DNA of our customers and partners to generate ideas, create, and to change the status quo. And we’re thrilled to honor and support the creators in each of them!
With that, I am very excited to share the news… Our company has changed its corporate and product names to Creatio!
The new name reflects our strong belief that everyone will become a developer, able to automate ideas and create custom solutions in minutes. We call these solutions “creatios.”
We have rolled out the Creatio renaming on October 30, 2019. I hope you’ll enjoy a recording of an online launch event at creatio.com/new-watch
While our name is changing, the strategy, products, our team and commitment to empowering our users with the best low-code / no-code BPM platform and sophisticated CRM products remain the same. The new name only reinforces our vision of creating a world where any business idea can be automated in minutes.
Please visit our FAQ page for more information on the renaming process. As always, I'd appreciate your feedback and I'm happy to answer any questions.
CEO and Managing Partner