Gibtelecom - 360° customer view

Gibtelecom is the leading telecommunications company in Gibraltar, delivering a full quad-play portfolio of voice, data, internet and TV services to both residential and business customers. Already an established Cerillion customer, Gibtelecom recently upgraded to the latest Cerillion version, focused on delivering a modern, integrated customer experience.

This upgrade wasn’t just about new technology and staying up to date with the product roadmap and latest industry standards – it was about transforming the way customer services teams work, equipping them with a unified, streamlined interface that brings together data from multiple systems into a single, holistic view of the customer.

The new Cerillion platform gives our teams a true 360-degree view of the customer, with all the information they need at their fingertips in one intuitive CRM interface.

Jansen Reyes
Technology Director, Gibtelecom

The Challenges

Since the original Cerillion implementation more than a decade ago, Gibtelecom had developed a number of peripheral systems to support specific customer services use cases and operational needs – for example, device management and service assurance. In their previous Cerillion version, these systems were not fully integrated, meaning customer services representatives (CSRs) sometimes had to switch between different applications to find the information they needed to handle an enquiry.

This fragmented approach made training new staff more complex, slowed down responses to customers, and introduced the risk of errors when moving between systems. Gibtelecom needed a way to eliminate these silos and enable its teams to work faster, smarter, and with full context on every customer interaction.

The Solution

With the upgrade to Cerillion’s latest BSS/OSS Suite version, Gibtelecom embraced the “configuration not customisation” approach, using the platform’s low-code/no-code tools to integrate data from third-party systems directly into the Cerillion UI. This approach makes it easy to connect multiple external data sources while avoiding costly and hard-to-maintain custom development.

The result is a true “single pane of glass” user experience: Gibtelecom’s customer services teams can now access all the relevant data they need from within the Cerillion system. Crucially, the low-code/no-code integration passes the customer’s context automatically, ensuring that CSRs see exactly the information they need. No more switching screens or duplicating searches – just seamless, contextual access to the right information.

The upgrade has also delivered a redesigned, modern UI that Gibtelecom’s teams find highly intuitive and faster to navigate, as well as enhanced analytics embedded throughout CRM Plus via the Business Insights module.