Red cube, shopping mall (IP call center of Naumen Phone)

The project in Red Cube retail network included creation of corporate call center and also implementation and automation of the following processes:

• incident management;

• problem management;

• change management;

• configuration management.

Project Objectives

Making the decision on creation of call center, the company management aimed to increase service quality of calls of clients and addresses of employees to a support service. With expansion of retail network this question became more and more important for the company. For increase in efficiency of technical support of outlets management tools IT service were also required.

Project Progress

Implementation of the first stage of the project covering the Moscow part of Red Cube retail network took four months. Works on implementation of IP of call center of Naumen Phone were performed by the staff of NAUMEN, implementation of Naumen Service Desk was implemented by own forces of IT department of Red Cube company.

At the second stage processing of calls of clients and addresses to a support service for all shops of network working in 30 cities of Russia was provided.

Project Results

System implementation of Naumen Service Desk in a support service allowed to automate four basic processes of IT service − incident management, problems, changes and configurations. For accounting of elements of IT infrastructure the single database containing data on several thousand items of equipment was created. Using the CMDB module which is a part of Naumen Service Desk warehouses of the equipment and jobs of employees were simulated. It gave the chance of obtaining data on configurations of the equipment and control of its movement. The built-in means of collecting and the analysis of statistics allowed to reveal standard faults and to prevent their repeated emergence.

Based on the solution IP the call center of Naumen Phone in the company was organized call center on 7 operator places for processing of calls of clients from the cities where shops of network work. With the advent of call center the uniform point of acceptance of all calls was created, losses of calls to rush hours decreased and answering interval for clients was reduced. Use of the IVR server allowed to use such functions as an answerphone and voice hints at service of calls of clients. Control of work of call center operators is provided by the means of a call recording allowing to estimate the level of professionalism and goodwill in relation to clients.

The created call center is also engaged in processing of the calls coming to technical support service from the staff of shops. Thanks to integration of call center with an information system operators had an opportunity when processing a call to see necessary information on the employee and to register the request in the Naumen Service Desk system.