One-Page Report: TeleMalta Connect
CRM NextGen Transformation
TeleMalta Connect (operating as GO) is Malta’s leading telecommunications provider, serving over 250,000 customers with fixed, mobile, broadband, and digital TV services. As part of its 2025–2027 strategic plan, GO is launching the CRM NextGen Transformation to replace its outdated ODE CRM system with a modern, cloud-based solution. This €2.1 million project aims to enhance customer experience, streamline operations, and ensure regulatory compliance.
Project Overview
- 🚀 Objective: Deploy an omnichannel CRM to improve customer engagement, data analytics, and operational efficiency.
- 📋 Scope: CRM software selection, system integration, data migration, staff training, and phased rollout.
- 🗓️ Timeline: June 2025 – May 2026 (Planning, Build, Testing, Go-Live).
- 💰 Budget: €2.1M (covering licensing, integration, training, and contingency).
Key Benefits
- ✔ Enhanced CX: Real-time customer insights and omnichannel support.
- ✔ Operational Efficiency: Unified CRM-billing integration reduces manual processes.
- ✔ Regulatory Compliance: Meets MCA and GDPR standards.
- ✔ Competitive Edge: Strengthens GO’s position against rivals Melita and Epic.
Risk Mitigation
- ⚠️ Data Migration Errors: Pre-migration testing & dry runs.
- 👥 Staff Resistance: Change champions & training programs.
- ⚡ Go-Live Disruptions: Phased rollout with rollback plans.
Success Metrics (KPIs)
- 📈 +20% Customer Satisfaction (CSAT)
- 📈 85% First-Contact Resolution Rate
- 📈 <0.1% CRM Downtime
- 📈 95% Staff Adoption in 6 Months
Conclusion
The CRM NextGen Transformation is a strategic investment in GO’s digital future, ensuring superior customer experiences and operational agility. By modernizing its CRM, GO reinforces its leadership in Malta’s telecom sector while driving its vision of an inclusive digital Malta.