Case Study: Center for Telecommunications and Information Technology (CTTI) improves customer satisfaction and delivers unified, omnichannel service with Microsoft Power Apps

CTTI transforms the attention to the departments and agencies of the Generalitat de Catalunya with Microsoft Dynamics 365

The Center for Telecommunications and Information Technology (CTTI), the public IT and telecommunications company for the Generalitat de Catalunya, needed a flexible, intelligent and scalable way to collect all user interactions and improve service delivery across departments and agencies. To meet this challenge CTTI evaluated market options and adopted Microsoft technologies, including Dynamics 365 Customer Service, Dynamics 365 Marketing, Dynamics 365 Customer Voice, Power BI, Power Automate and Microsoft Power Apps as part of a unified platform.

Microsoft Services helped implement Dynamics 365 and integrate it with Microsoft 365, Teams, Outlook, Power BI and Microsoft Power Apps to deliver nine tailored use cases that provide omnichannel, end‑to‑end request handling, knowledge management and targeted marketing. As a result, CTTI gained a holistic customer view, enabled cross‑selling and data‑driven decisions, and saw customer satisfaction scores jump from 5.20 in 2014 to over 8 after the service improvement program.

Center for Telecommunications and Information Technology (CTTI)

Santi Vigil

Director of the Customer Area