How Latvian company Telegrupa Baltijā is transforming corporate communications with customers

Communication requirements in companies and institutions are evolving faster than ever before – customers expect quick responses, medical institutions want to organise appointments more efficiently, and companies strive to combine all communication channels into one transparent system. It is in this environment that Latvian company Telegrupa Baltijā, which has been providing a full range of communication services in Latvia and the Baltics for almost thirty years, has proven itself. 

The company was founded in 1996 as part of the international Telegroup network, initially focusing on traditional telecommunications services. Today, Telegrupa Baltijā operates as a fully independent company and has grown from a traditional telecommunications service provider into a developer of modern communications and customer management systems (CRM/CSRM). 

Mārtiņš Bite, Chairman of the Board of Telegrupa Baltijā, who has been managing the company for five years, emphasises that the transformation was deliberate and based on real demand for personalised, flexible, and secure communication solutions. “Unlike our competitors, the international service providers, we are able to be both more affordable and much more flexible. Every company has its own nuances, and our solutions respect those nuances. Our philosophy is simple: don’t adapt the customer to the system, but rather the system to the customer. If a red button is what they need, then a red button is what they will get,” Mr Bite says. 

A wide range of communication services 

Today, Telegrupa Baltija works with a wide range of services and creates solutions that have become the backbone of communication in many companies. Call centres, IP telephony, voice generators, optical networks, marketing SMS and WhatsApp communication – these are just some of the services the company offers on a daily basis. 

However, they are particularly proud of their proprietary CRM/CSRM platform, which allows companies to combine all the most important communication channels in one environment. By implementing this solution, companies gain a system through which they can manage calls, emails, WhatsApp and Telegram correspondence, calendars and customer records, as well as store documents, invoices and other important files. It is a daily work environment where everything needed for effective customer communication is available in one place. 

In addition, the platform can be customised to the specifics of each customer. Telegrupa Baltija can integrate it with other internal systems of the customer, create additional functions, and provide exactly the solutions that a particular company needs. 

Special focus on medical institutions 

Industries where daily work consists of hundreds of calls, dozens of emails, notes, reminders, and patient questions have a particular understanding of the importance of a streamlined communication process. Telegrupa Baltija specialises in serving medical institutions, and it is in this area that the CRM/CSRM platform best demonstrates its advantages. It is designed so that call loggers, administrators, and coordinators can see everything they need in one place: incoming and outgoing calls, patient history, specialist calendars, appointment lists, email lists, and communication on WhatsApp or Telegram channels. 

An important innovation that the company offers specifically to medical institutions is digital patient contracts and consent forms. Whereas such documents used to be stored on shelves in medical institution archives, now everything is done electronically: the patient opens the document with a QR code, the data is automatically filled in, and the document is signed with an e-signature or other secure authentication tools. 

“The platform becomes a particularly powerful tool when medical institutions use it not only for appointment management, but also for building patient relationships. For example, a physiotherapy centre can automatically send a friendly reminder to a client who has not been to a massage for six months,” Mr Bite highlights the platform’s diverse possibilities. 

Four years and four cooperation projects with LIAA 

Over the past four years, the company has implemented four projects supported by the Investment and Development Agency of Latvia (LIAA), which have significantly contributed to its development. One of the initiatives was the development of the tgcallsoft.eu platform, as well as the digitisation of warehouse systems for invoice management and inventory accounting, and the development of a new visual identity and website, which will be publicly available in the near future. In developing the tgcallsoft.eu platform, the company used the support of the LIAA Innovation Voucher Programme in the industrial design category. This support helped to create a clear concept and structure for the platform and its website, ensuring that it is as user-friendly, intuitive and transparent as possible. Another significant benefit was the development of design guidelines, which the company has implemented and currently uses in its daily work and product development.  

Telegrupa Baltijā solutions are currently used by both large state institutions and private companies. The company’s clients include Latvijas Loto, the Rural Support Service, the National Health Service, Latvian Television, VCA, the Central Laboratory, health centres throughout Riga, and many other medical institutions and service providers. The company’s turnover reached EUR 1.5 million last year, and significant growth is expected this year.  

In recent years, Telegrupa Baltijā has also been purposefully developing its service exports. The company is already operating successfully in Lithuania, but this year, in cooperation with local partners, it has been particularly focused on moving into Estonia. In the coming years, the company plans to continue strengthening its CRM/CSRM product, developing digital document circulation in the medical field, expanding its operations in Lithuania and especially in Estonia, as well as increasing its range of SMS, voice generator and multi-channel solutions, thus ensuring even more effective and comprehensive customer communication. 

Information material prepared with the support of the European Regional Development Fund