How Telecommunication Companies (Telco) Can Leverage No-Code CRM to Improve Customer Experience

The Customer Experience Challenge in Telecom

In the telecom sector, competition has long gone beyond the price or quality of communication. Today, customers expect simple and quick solutions: for a question in a chat to be closed in a couple of minutes, and for an offer in the application to be truly personal, and not «for everyone». But within companies, this often comes up against old systems, disparate databases, and long cycles for introducing new services. As a result, even good ideas get stuck at the implementation stage.

According to industry reviews, more than 70% of subscribers put ease of service above other factors, and dissatisfaction with the service directly leads to customer departure. For managers, this means that a failure in key metrics such as NPS or CSI hits not only the image, but also revenue. At the same time, classic CRM solutions, although powerful, require time, developers, and a serious budget. And not everyone is ready to take risks by choosing a platform that may later turn out to be a «trap» with a rigid binding to one vendor.

This is where no-code approaches come to the rescue. Platforms like Creatio allow business teams to assemble the necessary processes themselves without programming. This speeds up launches, reduces costs, and provides more flexibility when the market or customer demands change. For telecom companies, this customer experience manufacturing is a chance to try new ideas faster and not be completely dependent on an external contractor.

What Is No-Code CRM and Why It Matters for Telcos

No-code CRM systems are gradually becoming a familiar tool for companies that need to quickly launch new services and not depend on the IT department. Unlike classic solutions, where almost any change requires a team of developers, no-code allows business units to set up processes themselves:

• Маркетинг – campaigns.
• Contact center – communication scripts.
• Продажі – a funnel.

This is especially important for telecom operators: the market changes quickly, and every delay costs lost customers. Experience shows that implementing no-code CRM for manufacturing takes not years, but several months. The cost is also significantly lower: there is no need to pay for endless hours of programmers, and the business team itself can perform modifications. It is also important that such platforms are scalable – you can start with a pilot project, and then expand it to the entire company.

The main advantages for telecom companies:

Streamlining Contact Center Operations with Chatbot Constructor + AI Assistant

Telecom call centers handle everything from billing to technical support. Old systems and manual processes often lead to delays and frustrated customers. With Banza for Creatio, a chatbot builder, companies can create bots without coding, automating repetitive requests. As a result, employees spend less time on routine tasks, and customers receive quick answers. Support via SMS, messengers, and chat allows you to work around the clock and makes communication with the company more convenient and understandable.

Enhancing Customer Engagement with ePortals

Telecom companies increasingly use web portals to let clients handle routine tasks on their own – from checking bills to tracking service requests. We offer flexible ePortal solutions that can be adapted to different business needs without coding. For example, its Customer Service Edition helps managers cut down repetitive work, while the Survey Edition gathers direct client feedback.

Driving Loyalty with Automation and Gamification

For telecom operators, retaining customers is as important as attracting new ones. We help companies build програми лояльності that feel engaging rather than mechanical. By connecting with SMS, email, and messengers, operators can offer rewards that matter. Telecom clients can boost loyalty membership by a third and raise average purchase size by nearly 30%.

Automating Field Force and Service Management

Telecom companies usually have large mobile teams: technicians travel to connections, repairs, and scheduled visits. To avoid spending hours on manual application distribution, a tool-based field service CRM automation was created by our company, Banza – a no-code solution, with a simple interface. It helps to automatically create schedules, track application status, and generate reports. The telecom operator reduces the time for organizing applications by almost half and transfers most of the recurring requests to automatic mode. This frees up employees for more complex tasks and allows a significant speed-up in responses to clients.

The Business Benefits of Banza’s No-Code CRM

In the telecom industry, everyone talks about digital transformation, but not all projects actually change the lives of employees and clients. At Banza, the team of professionals has been implementing no-code CRM for utilities for many years, and in practice, this gives quite tangible results.

For example, in one of the projects for a telecom operator, applications from small businesses used to take three days to process. After automation, they took just one day. The team freed up almost half of their working time and was able to focus on sales rather than paperwork.

The efficiency of another client’s call center increased by almost 60%. This is not only a saving of resources, but also a qualitatively different experience for subscribers: they answer faster, and the call is transferred from one specialist to another less often. It is not surprising that NPS has also grown, and customer churn has begun to decrease.

No-code provides another important advantage – launch speed. Some projects took less than six months from start to full implementation. For the telecom market, where new services are constantly appearing, this is critical.

And then there is the issue of money. It does not always make sense to invest in huge development teams or buy expensive global solutions like Salesforce. The software is usually chosen by companies with revenues of 50 million EUR and more, and they appreciate that the price remains reasonable, and the solutions scale without the pain and risk of getting stuck on one vendor. There are over 350 implementations in different countries and over 200 clients who are ready to openly share their experience. It is this practical result, and not beautiful presentations, that usually convinces top managers to work with us.

Why Banza Stands Out in the Telecom Industry

Our company, Banza, has been working with the Creatio platform for a long time and has become one of the key partners in the market. The company currently has over 150 specialists, its own R&D center, and an application marketplace. This allows not only to implement ready-made solutions, but also to refine them for specific customer tasks. Unlike large international vendors, our company tries to keep reasonable prices and pays a lot of attention to support: they support projects from the first steps to full operation. At the same time, the team knows how to work in difficult conditions – be it a time difference with the customer or a limited budget. This approach is especially important for telecom operators in regions like Ukraine and Central Asia, where the market is unstable.

Our main areas of work are the banking sector and telecom. This is where the team has the greatest expertise. For example, the company is recognized as a leading Creatio partner for banks in Ukraine and Central Asia. Our solutions help automate routine tasks: according to customer estimates, up to 73% of manager functions become easier, and document processing time is reduced almost tenfold. For telecoms, this means that it is possible to manage contact centers more effectively and work with customer loyalty, for specific tasks, and not «according to a template».

Overcoming Barriers to Adoption

Some telecom companies still hesitate to adopt no-code CRM, and the reasons are usually practical. For instance, organizations with complex data flows often worry about how the new system will fit into what they already have. In projects at Banza, people usually start by mapping existing processes and only then propose an integration approach, so the transition feels gradual rather than disruptive.

Security is another common concern, especially in certain regions of the world. Here, the reliability of the Creatio platform and the certified support team becomes crucial – it allows clients to focus on business continuity instead of technical risks.

There are also less obvious hurdles: different time zones or banking restrictions that make international transfers complicated. These issues can slow down cooperation, but experience with clients from Europe, the Middle East, and Asia helps to find practical workarounds, from flexible scheduling to alternative payment routes.

For CIOs, the choice of integrator often comes down to trust. What convinces them is not only pricing or features but also the track record: real cases where the project paid off and the client stayed independent from a single vendor.

Empowering Telcos with No-Code CRM

In telecom companies, the quality of customer service directly affects retention and growth. Therefore, the issue of a convenient and flexible CRM solution has long been not a «want it or not» issue – it is a necessity. But few are ready to implement cumbersome systems with long development cycles.

No-code tools help here: they allow you to quickly automate routine processes, reduce the time it takes to process requests, and personalize interactions with customers – without large IT costs.

We are one of Creatio’s leading partners, and have been working with this technology for many years. Our team has more than 150 specialists, and in practice, we see that such projects really produce results: the load on the contact center is reduced thanks to chatbots, and loyalty programs help retain subscribers.