Communication requirements in companies and institutions are growing faster than ever before – customers expect quick responses, healthcare institutions seek to organize appointments more efficiently, and companies strive to integrate all communication channels into a single, transparent system. It is precisely in this environment that the Latvian company SIA “Telegrupa Baltijā” has proven itself convincingly. For almost three decades, it has been providing a full spectrum of communication services in Latvia and across the Baltic states.
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 evolved from a traditional telecommunications service provider into a modern developer of communication and customer management systems (CRM/CSRM).
Chairman of the Board of “Telegrupa Baltijā,” Mārtiņš Bite, who has led the company for five years, emphasizes that this transformation was deliberate and driven by real demand for personalized, flexible, and secure communication solutions. “Unlike international service providers – our competitors – we are able to be both more affordable in terms of pricing and far more flexible. Every company has its own nuances, and our solutions respect those nuances. Our philosophy is simple – instead of adapting the client to the system, we adapt the system to the client. If a red button is needed, then it will be red,” stresses Mārtiņš Bite.
A wide range of communication services
Today, “Telegrupa Baltijā” works with a broad portfolio of services and develops solutions that have become the central communication backbone for many organizations. Call centers, IP telephony, voice bots, optical networks, marketing SMS, and WhatsApp communication are just some of the services the company offers on a daily basis.
However, particular pride is taken in the company’s proprietary CRM/CSRM platform, which allows businesses to bring together all key communication channels in a single environment. By implementing this solution, companies gain a system through which they can manage calls, emails, WhatsApp and Telegram conversations, calendars, and customer appointments, as well as store documents, invoices, and other important files. It is a daily working environment where everything necessary for efficient customer communication is available in one place.
Moreover, the platform can be customized to the specific needs of each client. “Telegrupa Baltijā” can integrate it with other internal company systems, develop additional functionalities, and deliver precisely the solutions required by a particular organization.
Special focus – healthcare institutions
Sectors where daily operations involve hundreds of calls, dozens of emails, appointments, reminders, and patient inquiries particularly understand the importance of a well-organized communication process. “Telegrupa Baltijā” specializes in serving healthcare institutions, and it is precisely in this field that the CRM/CSRM platform demonstrates its advantages most clearly. It is designed so that call operators, administrators, and coordinators can see everything they need in one place: incoming and outgoing calls, patient histories, specialists’ calendars, appointment lists, email correspondence, and communication via WhatsApp or Telegram channels.
An important innovation offered specifically to healthcare institutions is digital patient contracts and consent forms. Whereas previously such documents were stored on archive shelves, now everything happens electronically: the patient opens the document via a QR code, data are filled in automatically, and signing is carried out using eParaksts or other secure authentication tools.
“The platform becomes a particularly powerful tool when healthcare institutions use it not only for appointment management but also for building patient relationships. For example, a physiotherapy center can automatically send a friendly reminder to a client who has not visited for a massage in half a year,” explains M. Bite, describing the platform’s versatile capabilities.
Four cooperation projects with LIAA in four years
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 growth. One of the initiatives was the development of the tgcallsoft.eu platform; in addition, warehouse systems were digitalized for invoice management and inventory tracking, and a new visual identity and website were developed, which will be publicly available in the near future. The development of the tgcallsoft.eu platform was supported by LIAA’s Innovation Voucher Programme in the “industrial design” category. Within this support framework, a clear concept and structure were created for what the platform and its website should look like to be as user-friendly, intuitive, and transparent as possible. Another significant benefit was the developed design guidelines, which the company has implemented and now uses in its daily operations and product development.
“Telegrupa Baltijā” solutions are currently used by major public institutions as well as private companies. The company’s clients include Latvijas Loto, the Rural Support Service, the National Health Service, Latvian Television, VCA, Central Laboratory, Riga health centers, and many other healthcare institutions and service providers. The company’s turnover reached EUR 1.5 million last year, and a significant increase is forecast for this year.
In recent years, “Telegrupa Baltijā” has also been purposefully developing the export of its services. The company is already successfully operating in Lithuania, and this year, in cooperation with local partners, it has begun particularly active expansion into Estonia. In the coming years, the company plans to continue strengthening its CRM/CSRM product, further develop digital document workflows in healthcare, expand operations in Lithuania and especially Estonia, and increase its offerings of SMS, voice bots, and multi-channel solutions, thereby ensuring even more efficient and comprehensive customer communication.
The programme is financed under the European Union Cohesion Policy Programme for 2021–2027, Specific Objective 1.2.1 “Strengthening research and innovation capacity and the introduction of advanced technologies in enterprises,” Measure 1.2.1.4 “Support for the improvement of the technology transfer system.”
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