VedaProject

The project in VedaProject company included:

• creation of corporate call center;

• automation of technical support service of clients.

The project is a part of the program of cooperation of VedaProject and NAUMEN companies including exchange of experience of software development and creation of integrated solutions for clients.

Project Objective

For the purpose of business expansion the company looked for an opportunity to propose to clients new solutions and services and also to increase customer service quality.

Project Progress

Having selected NAUMEN company as the partner, the management VedaProject took existence of successful experience of development of software solutions and also an opportunity to use the products NAUMEN for the solution of internal tasks and tasks of the clients into account.

Within cooperation specialists of NAUMEN conducted a number of training courses and acquainted VedaProject developers with opportunities of the Naumen Kernel platform intended for development of the Java applications automating different business processes of the enterprises. Thanks to the gained knowledge specialists VedaProject had an opportunity to create own solutions based on the Naumen Kernel platform and to use them as components of the information systems developed by the company.

Possibilities of the solutions created on the Naumen Kernel platform specialists could estimate VedaProject during implementation at the enterprise of the Naumen Service Desk system. On its base in the company work of technical support service of clients was automated. For quality improvement of telephone customer service in VedaProject company the corporate call center based on the solution Naumen Phone was also created.

The received results

Implementation of Naumen Service Desk allowed to organize management of key processes of IT service: incident management, problems, level of service and changes. Employees of a support service had an opportunity to analyze information on the problems arising at clients and to prevent their repeated emergence.

Creation of call center allowed to organize a uniform contact point for all clients of the company, to avoid loss of calls and to reduce answering interval for clients due to automation of processing of calls. The company management had an opportunity to control quality of work and professionalism of call center agents at the expense of the built-in means of a call recording.

To increase quality of processing of calls to a support service, the products Naumen Service Desk and Naumen Phone are used as integrated solution that allows to obtain quickly customer information and its requests at service of a call. Specialists VedaProject independently configured settings of interaction of systems and also performed works on integration of Naumen Service Desk from a billing system of the company.

Now the implemented solutions work in the mode of trial operation. The next plans are transition to commercial operation of systems and further development of cooperation of two companies.