Arguments and facts IDES (Naumen CRM)

The contact center was brought into commercial operation in July, 2005.

Project Objectives

Orientation of publishing house to mass audience gives importance to contact of edition with readers. Editorial office employees regularly answer questions of readers, will organize "direct lines" with the famous persons, conduct surveys of readers and publish the responses sent by them.

The contact center was necessary for creation of a uniform point of acceptance and processing of calls, electronic and by mail. With the advent of contact center the publishing house was going to organize the first line of interaction with readers and to remove excess loading from editorial office employees and other divisions. For the solution of this task the integrated solution of NAUMEN company, the including IP call center of Naumen Phone 3.0 and a customer relationship management system of Naumen CRM 2.6 was selected.

Project Progress

During the project specialists of NAUMEN company carried out works on adaptation of Naumen CRM and integration into external databases, carried out installation, a software setup and training of specialists of publishing house. All project was implemented less than in 2 months.

Project Results

After creation of contact center 4 operators are engaged in processing of phone calls, in a day they process over 1 thousand calls. Tasks of operators include registration of addresses and letters with indication of their type (a question into the editorial office, a response of material or the author), poll of the called readers within marketing researches, providing the reference information and activation of payment cards of a subscription for editions. Acceptance and registration of e-mail happens in the automatic mode.

For delivery of the accepted appeals to departments of edition automatic mailing of daily digests by e-mail to the addresses is used. In departments questions of readers are processed by journalists with involvement of experts, then answers to questions appear on pages of editions or are transferred to operators for direct informing.

The contact center also became the effective tool for holding such actions as "direct lines". In two weeks after start of contact center his employees accepted and processed questions for "direct line" with the president of Vneshtorgbank Andrey Kostin. With commissioning of contact center the publishing house also had an opportunity to include number 8-800 for free calls from regions.

Feature of the solution is use of the program Naumen SoftPhone phone which is installed on computers of call center operators. At receipt of a call in a working window of the program information about calling, the questionnaires and instructions for operators received from the Naumen CRM system is shown. The contact center also provides means for process control of processing of calls, monitoring of loading and the analysis of statistical data.