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4 min read • Aug 07, 2025
In today’s fast-paced digital landscape, delivering seamless customer experiences is no longer optional - it’s essential. While many companies invest in loyalty programs and marketing campaigns, the contact center often remains disconnected, underutilized, and underserved. But what if this crucial touchpoint could do more than just handle complaints? What if it could become the cornerstone of customer loyalty and satisfaction?
Imagine this scenario: It was 9:03 a.m. when Maria’s headset lit up - her seventeenth call of the morning, and her coffee was still warm. On the other end: a frustrated guest, confused about their loyalty points. As Maria switched between disconnected systems to review the guest’s booking, loyalty tier, and prior conversations, valuable minutes passed. She stayed calm, but the process was anything but smooth.
Sound familiar? This plays out every day in contact centers across tourism, telecom, retail, banking, and insurance. While companies invest in marketing and guest experience, the most human touchpoint - the contact center - is often siloed and overlooked.
At BE-terna, we think it’s time to change that.
Picture a different approach: Maria answers the call. Her agent desktop instantly shows the guest’s booking history, loyalty level, and preferences. The account opens automatically - no repeated questions needed. Copilot suggests responses and drafts follow-up emails in seconds. This is the power of integrating Microsoft Dynamics 365 Contact Center with CRM and loyalty platforms.
What’s missing in many organizations?
With integrated systems, businesses can:
Valamar, Croatia’s leading tourism company, wanted to enhance the guest experience, not only at check-in or check-out, but throughout the entire journey. Working with BE-terna and Phobs, they launched a fully integrated loyalty platform, connected to their reservation and service systems.
The results:
This isn’t just about systems—it’s about putting people first.
Today, service drives loyalty. And your contact center? It’s no longer a cost center—it’s your brand’s heartbeat.
With Microsoft CRM, modern contact center tools, and BE-terna’s loyalty expertise, you can:
If your business handles bookings, subscriptions, or support—and offers loyalty points, discounts, or memberships—you can benefit from:
Ready to transform your customer experience?
Whether you're in tourism, retail, telecom, or utilities—if your contact center isn’t connected to CRM and loyalty data, you're missing an opportunity.
Let’s change that—together.
👉 Contact us to explore how every interaction can become a growth opportunity.
Make your contact center part of the bigger picture. Connected, proactive and loyalty-driven. Let’s unlock its full potential together.
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