Rostelecom has improved the quality of customer service using the CRM B2C system

2024: CRM B2C Implementation

Rostelecom has developed and implemented in its perimeter CRM B2C - a system for comprehensive automation of service for mass segment subscribers. The company announced this on April 1, 2025. Now customer calls are received in a single queue. Due to the unification of the process, the average service time was significantly reduced. Platform integration also increased the efficiency of the company's internal divisions and contributed to significant savings in overall costs. As of April 2025, CRM B2C provides service to more than 15 million Rostelecom customers. For them, the introduction of the system increased the speed and improved the quality of case processing.

The process of creating its own system began in 2019. The previously used platform Amdocs CRM 8.1 had no equivalent domestic analogues, and technical restrictions did not provide for the possibility of scaling it to the regions. In order to minimize the impact on the user experience business processes and the transition to CRM B2C took place in stages. Full migration ended in December 2024. The company switched to its own fully functional CRM B2C system, which is included in. register of Russian software Ministry of Digital Development RUSSIAN FEDERATION

CRM B2C built-in design and execution platform business processes Script Manager allows you to customize customer service without refinement. software Scripts are created and adapted in a convenient online editor by methodologists. In scenarios, you can also use functions integration with different IT company's -landschaft systems and flexibly configure complex process execution logic. Such scenarios can be reused in various channels:,, contact centers chat boats bots voice , (IVR Interactive Voice Response or interactive voice menu), self-service systems and others.

{{quote 'author=said Vitaly Trepykhalin, Vice President for Information Systems Development at Rostelecom. | To create the CRM B2C system, Rostelecom teams used the best architectural design patterns. Implementation costs amounted to about 1 million man-hours, which indicates the scale of the project. We have provided all the key functions necessary to more effectively interact with customers. This approach made it possible to carry out a seamless phased transfer of all data and improve the quality of service for users of all key B2C products of Rostelecom,}}

Шаблон:Quote 'author=noted Evgeny Zhukovich, Rostelecom Customer Service Director.