ETECSA and eCRM as a fundamental link in the banking and interoperability process

Abstract

This work addresses the emergence of eCRM as a CRM-ERP1 platform and its role within the electronic commerce, digital transformation and banking processes of ETECSA and the country. The challenges and gaps identified during its development to achieve interoperability processes in an environment of diversity of systems, data and obsolescence of technological infrastructures. Existence of computer islands, proprietary and obsolete systems in some cases, without technological support. An engineering perspective that has been designed and implemented to achieve quality interoperability processes that benefit the provision of service to the client. It is shown that despite the existing gaps, ETECSA has obtained considerable results from an economic and social point of view with the implementation of its solutions focused on the development of computerization and banking in the country, which shows that the impact could be greater if these gaps can be eliminated.