Transforming Operations for Millions of Customers and 10,000+ Employees with Creatio No-Code
A few years ago, Ukrtelecom launched a company-wide digital transformation, uniting all divisions on the Creatio platform. Teams across Ukraine gained fast, consistent tools for customer service, enabling a truly personalized approach while ensuring service continuity. This case is shared by Ukrtelecom’s IT Director together with the Banza team who helped bring the transformation to life.
Client
Ukrtelecom is the largest fixed-line telecommunications operator in Ukraine, providing broadband internet, voice services, and digital solutions to millions of residential and business customers nationwide. The company operates a large-scale infrastructure and employs thousands of specialists responsible for customer service, sales, technical support, and field operations. Ensuring high service quality, operational efficiency, and system resilience is critical to Ukrtelecom’s market leadership.Pain
Company faced significant inefficiencies due to a fragmented IT ecosystem made up of multiple disconnected systems. Employees had to switch between several applications to access customer data, manage requests, and perform daily tasks. This resulted in longer service times, higher error rates, duplicated data, and limited visibility across departments. The situation became even more critical under wartime conditions, when stability, security, and uninterrupted access to systems became essential.Challenge
The main challenge was to unify all customer-facing and operational processes within a single, flexible platform without disrupting ongoing business operations. Ukrtelecom needed a solution that could scale to thousands of users, support complex telecom processes, integrate with existing systems, and be rapidly adapted to changing conditions. At the same time, the platform had to meet strict requirements for data security, reliability, and 24/7 availability.Solution
Ukrtelecom implemented the Creatio no-code CRM and process automation platform in partnership with Banza, creating a unified digital environment for all key business units. The solution consolidated customer service, sales, trouble ticket management, and field force operations into one system with a 360° customer view. Migration to the cloud ensured scalability, enhanced security, and continuous system availability, even in highly challenging operating conditions.What Was Done?
Ukrtelecom consolidated its fragmented IT environment by implementing the Creatio no-code platform as a single digital backbone for customer service, sales, and operations. Together with Banza, the company replaced multiple legacy systems with one integrated CRM solution and migrated it to the cloud to ensure stability, scalability, and business continuity.
39% operational productivity boost enabled by cloud transformation
Moving to the cloud enabled scalable growth, enhanced security, and 24/7 system reliability — even under extreme operating conditions.
How It Works?
Creatio orchestrates all customer and operational processes within one platform. Agents work in a single interface with full customer context, while requests are automatically routed and processed through configurable workflows. Field service teams are managed via AI-powered scheduling and routing, and cloud infrastructure ensures real-time access, resilience, and fast adaptation to business changes.
Thanks to Banza, Creatio, and an extensive team of experts from Ukrtelecom and our partners, we've acquired a solution that elevates our customer service to a new level and empowers our employees to perform their tasks more efficiently. Additionally, we've gained all the advantages of cloud services, enabling us to innovate and develop faster in the future.
For Banza, our partnership with Ukrtelecom stands as a powerful symbol of Ukrainian collaboration. The transformative leap to cloud technology has not only streamlined contact center operations but also lessened the reliance on physical infrastructures, mitigating potential risks. This technological advancement empowers Ukrtelecom to offer uninterrupted, 24/7 customer support. We extend our deepest appreciation to every individual who contributed to this project. Our collective effort is a testament to the power of unity, teamwork, and shared purpose in pursuit of a common goal.
Key Products Used In the Solution
- Creatio No-Code CRM Platform
- Contact Center & Agent Desktop
- Case and Trouble Ticket Management
- Field Force Management (FFM)
- Business Process Automation Engine
- Cloud Deployment Environment
Key Benefits of This Solution
-
End-to-end process transparency across departments
-
Reduced operational complexity and manual effort
-
Faster service delivery with higher accuracy
-
Secure, stable, and scalable cloud-based operations
-
Flexibility to modify processes quickly without heavy development
Results
+93%
increase in support case registration
+97%
phone number recognition accuracy rate
+75%
increase in automatic case routingUkrtelecom significantly improved operational efficiency, increased service capacity, and reduced error rates. Customer requests are handled faster and more accurately, field teams work more productively, and customer satisfaction has grown. The company now operates on a resilient, future-ready digital platform capable of supporting continuous transformation — even in highly challenging conditions.
- Fragmented IT landscape with multiple disconnected systems
- Employees working in several interfaces simultaneously
- Limited visibility into customer data and service processes
- High level of manual operations and operational errors
- Slow request handling and complex coordination between teams
- Increased risks related to system stability and data security
- Single unified CRM and process automation platform
- One interface with a 360° customer view for all teams
- Automated workflows for service, sales, and support
- Reduced manual work and significantly fewer errors
- Faster request processing and optimized field operations
- Secure, scalable cloud-based system with 24/7 availability
Together with Banza and the Creatio no-code CRM and process automation platform, Ukrtelecom carried out a comprehensive digital transformation:
- Unified approximately 10,000 employees across all key business units within a single CRM ecosystem
- Replaced multiple legacy systems with one integrated IT platform
- Implemented end-to-end customer service processes
- Migrated the entire solution to the cloud, improving scalability, security, and operational stability
The cloud infrastructure ensured 24/7 business continuity even under wartime conditions, enabled faster deployment of new functionality, and significantly improved data security.
#makeITeasy
Discover Banza solutions for Telecom
