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The client required significant improvements in customer response times, operational efficiency, and business process automation. Existing systems lacked interoperability, leading to delayed service requests (up to 9 days), high operational costs, and fragmented agent workflows across multiple interfaces.
Leading consumer-oriented telecommunications company with 20+ years of market presence in Croatia, part of HT group owned by Deutsche Telekom
Implementation of automated workflows and integrated systems will reduce operational costs by 40%, improve customer satisfaction through 30-minute response times, and enable agents to handle 3x more complex requests per hour. The solution will establish a new industry benchmark for telecommunications customer experience while maintaining compliance with data privacy regulations.