Case Study: Ukrtelecom modernizes operations and boosts customer service with Creatio

Modernized Operations for Millions of Customers and 10,000 Employees with Creatio’s No-Code Platform

Ukrtelecom, one of Ukraine’s largest telecommunications companies, needed to replace a fragmented “zoo of systems” with a unified IT ecosystem that could support customer service, sales, service management, and field operations across thousands of employees. To address this challenge, Ukrtelecom turned to Creatio’s no-code platform for CRM and workflow automation, along with its marketing, sales, and service capabilities.

Creatio implemented a customized, cloud-based solution that integrated core business processes, billing, accounting, contact center operations, incident management, and field force management. The transformation improved operational performance, including a 30% increase in field force productivity, a 25% reduction in errors, a 20% decrease in service time costs, a 24% boost in customer satisfaction, a 93% increase in support case registration, and a 75% increase in automatic case routing. Overall productivity rose by 39%, helping Ukrtelecom deliver faster, more reliable 24/7 service.

Ukrtelecom

Pavlo Holitsyn

Director of the Information Technology Department