Case Study: RACSA achieves $642K annual savings and 50% faster customer response with Informatica real‑time data integration

Deployment of PowerCenter helped RASCA reduce response time by 50% and redeploy call center agents to other tasks

RACSA, Costa Rica’s leading telecom with 800,000 customers, faced rising customer service costs and operational inefficiencies as fragmented systems (including Sybase billing and Siebel CRM) left names, addresses and other customer data inconsistent and ill‑prepared for a new IVR environment. The company needed to reduce service costs, speed responses and deliver a consistent customer experience.

By deploying Informatica’s real‑time integration and data quality solutions to consolidate and provision operational data, RACSA achieved faster, more accurate customer service and measurable cost savings: $642,000 annual savings, a 50% reduction in enquiry response time, redeployment of 15 call‑center agents, and a 12% drop in outbound calls—helping sustain its market leadership.

RACSA

Manuel Pereira

Project Engineer