How A1 Croatia achieved 16x faster customer sales and service with C360

Serving millions of customers across Croatia

A1 Croatia is one of the country’s leading telecommunications providers, serving customers with mobile, fixed-line, and internet services. Their success depends on fast, accurate customer service delivered by hundreds of agents across the country.

With the ever-growing portfolio of products and services offered, A1 faced a problem that’s common in the telecom industry. Their agents had access to all the data they needed, but that data was scattered across multiple systems and screens.

“Agents were spending too much time looking for information and not enough time actually helping or selling to customers,” the A1 team explains. “We knew we had to change that.”

When good systems aren’t enough

A1 had invested in Oracle Siebel CRM, implemented by CS Computer Systems, which held comprehensive customer data. But accessing that data during a customer interaction was the challenge.

An agent answering a customer query would need to check one screen for account details, another for active services, and yet another for billing information. If a customer called with a question about their contract, the agent might need three minutes just to gather all the relevant information before they could start addressing the actual issue.

This wasn’t just frustrating for agents. It was costing A1 opportunities. When response times are slow, customers get impatient. Cross-sell opportunities get missed because agents are too busy navigating systems to spot them. And in a competitive market, slow service means lost customers.

“We had all the data and tools we needed,” A1 notes. “We just couldn’t access them quickly enough when it mattered most.”

Building a better way to work

A1 approached CS Computer Systems with a clear vision: create a unified application that would give agents instant access to everything they need about a customer, all on one screen.

CS designed C360, a single customer view and sales & service action centre, built on top of A1’s existing CRM solution. The solution wasn’t about replacing what A1 had. It was about making it work better for the people who used it every day.

“CS understood what we needed,” the team says. “Not just technically, but from a business perspective. They knew our agents needed to serve customers faster, and they designed the solution around that goal.”

The implementation focused on three things: speed, simplicity, and completeness. When an agent opens a customer record, whether from the interface or triggered by an incoming call, all relevant information displays automatically. No clicking through tabs. No switching between systems. Everything’s right there.

How A1 uses C360

The system centres around three core modules that give agents complete customer visibility in seconds.

Customer data at a glance

The first module handles customer identification and relationship data. Agents can instantly see who the customer is, their satisfaction scores, active consents and core profile information.

“It takes seconds to get the full picture,” A1 explains. “Before, we might have needed to check three different places just to understand the customer’s history with us.”

This immediate visibility matters particularly for retention. If an agent can see that a customer has had recent service issues or a declining satisfaction score, they can address it proactively rather than waiting for the customer to complain.

Service visibility that enables upselling

The second module provides complete insight into the customer’s current services, usage patterns, and available technologies. Agents can see what services the customer has, how they’re using them, and what additional services might benefit them – helped by the complete view of current promotion campaigns the customer is targeted with.

The system also allows agents to group services across multiple accounts, which is particularly valuable for family plans or business customers with multiple locations.

“This is where the cross-sell opportunities become obvious,” the team notes. “When you can see everything a customer has, promotions they’re in, and what they’re eligible for, upselling becomes natural rather than forced.”

Timeline view that prevents problems

The third module is the account timeline, showing everything that matters about the customer’s relationship with A1. Financials, active campaigns, open orders, leads, and service requests all appear in one clear, chronological view.

This timeline helps agents spot problems before they become critical. If there’s an unpaid bill and an open service request, the agent can address both in the same conversation. If there’s an active campaign the customer qualifies for, it’s immediately visible.

“The timeline prevents what we call ‘walk-away’ situations,” A1 says. “We can see issues developing and resolve them before the customer decides to switch providers.”

The impact of speed

The results were immediate and dramatic. Average agent response time dropped from 3 minutes to 11 seconds.

That 16x improvement isn’t just a number. It’s the difference between a customer waiting on hold while an agent searches for information and getting an instant answer. It’s the difference between missing a cross-sell opportunity and closing it in the same conversation.

“The time savings are massive,” the team confirms. “But more importantly, our agents can now focus on actually helping customers rather than hunting for data.”

The faster response times have improved customer satisfaction scores. When customers get quick, accurate answers, they notice. And when agents have time to actually engage with customers rather than just process queries, the quality of service improves.

The system has also made training new agents easier. Instead of teaching them to navigate multiple systems, C360 provides everything in one intuitive interface. New agents become productive faster.

A platform that evolves

C360 isn’t a static solution. It’s built on a flexible architecture that adapts to A1’s changing business needs.

When A1 launches new services or changes their product portfolio, C360 can be updated to reflect those changes. When business priorities shift, the system shifts with them.

“The platform grows with us,” A1 explains. “We’re not locked into decisions we made five years ago. We can evolve the system as our business evolves.”

This flexibility has been particularly valuable as the telecommunications market changes. New services, new competitors, and new customer expectations all require systems that can adapt quickly.

Transforming customer sales and service

C360 has fundamentally changed how A1’s agents work. What used to be a frustrating process of clicking through multiple systems is now a streamlined, single-screen experience.

“CS delivered exactly what we needed,” the A1 team reflects. “A solution that makes our agents more effective and our customers happier. That’s what good technology should do.”

The success of C360 has set a new standard for telecom customer sales and service in Croatia. A1’s agents now operate with a level of efficiency that was previously impossible.

“We’ve gone from slow and fragmented to fast and unified,” they conclude. “Our agents have the tools they need to deliver excellent service and sell efficiently, and our customers feel the difference. C360 didn’t just improve our systems. It transformed how we serve and sell to our customers.”