Rostelecom changes the Israeli CRM system Amdocs to Russian development

Rostelecom , as part of a project to modernize the CRM system for the mass business segment, replaces the Israeli Amdocs solution with domestic development. On February 7, 2022, Rostelecom announced an open request for proposals in electronic form on the public procurement portal, and on March 25 summed up the results of the competition.

One application from R.T Decision was submitted for participation in the competition. As a result, a contract was concluded for almost 526.5 million rubles. As part of the R.T Solution project, the CRM system will be deployed in all B2C divisions of Rostelecom. R.T Solution has extensive experience of cooperation with the national operator. In 2017, she stood out from AT Consulting, which was engaged in the implementation, support and development of CRM Amdocs at Rostelecom.

As the press service of Rostelecom told TAdviser, the company has already completed the first stage of CRM modernization for the B2C segment, within the framework of which a new solution was introduced in regional divisions, in the Rostelecom-Retail Systems subsidiary and contact center. At the second stage, which starts in April 2022, CRM Amdocs will be completely replaced by the domestic system. The new CRM was created by the Rostelecom R&D team together with the R.T. Solution engineers.

The project is aimed at transforming the IT landscape and unifying business processes for customer service, as well as for the purposes of technological independence and import substitution, the Rostelecom press service told TAdviser.

According to the terms of reference, the implementation of the new CRM will affect:

• Settlement and service services
• Information and reference services
• Technical support
• Customer Complaint Work
• Processing of service requests from remote channels
• Outflow management
• Sales of products and services, etc.

The project should be completed by December 31, 2023.

In 2004 , Svyazinvest (was abolished in 2013), which managed all regional telecommunications companies of the state and Rostelecom, acquired a billing system (BSS) from Amdocs. In 2006, it was decided to create a new single CRM for all subsidiaries based on Amdocs licenses. In the same year, a contract was signed with an Israeli developer. Due to the heterogeneity of the IT landscape of Svyazinvest subsidiaries, the project completion dates were postponed several times. In 2012, Rostelecom announced the start of the transition to a single CRM from Amdocs. In 2016, Rostelecom and Amdocs signed a five-year strategic partnership agreement (Read more).