Factory of furniture Shk (The project of creation of call center for service of calls of clients)

The project of creation of call center for processing of calls of clients at factory of furniture Shky (Moscow) is executed by specialists of NAUMEN company. Project implementation allowed the company to increase sales volume due to fall forward and quality of processing of telephone customer appeals.

Tselproyekt

The Shkom factory releases cabinet furniture and shod products, both by individual orders, and on already available models. Clients address to the company by phone with the purpose to make the order or to obtain information on products.

With growth of number of clients the company began to experience difficulties when processing orders requiring permanent information exchange between the staff of two sales offices, production and the warehouse located in different parts of Moscow. To create a uniform contact point with clients, to establish an operative communication between divisions and to avoid loss of calls to rush hours, the companies were required modern means for processing of telephone calls.

For the solution of this important task the company management made the decision on the organization of own call center for processing of calls of clients. Having got acquainted at the CallCenter World exhibition with solutions of NAUMEN company, specialists Shky selected for project implementation the product IP call center of Naumen Phone.

Project Progress

The technical platform of call center is decided to be unrolled on the basis of a single corporate network of the company created using VPN technologies and the equipment Cisco which provided primary installation of telephones to divisions. During the project specialists of NAUMEN carried out works on product introduction of IP call center of Naumen Phone and its integration into the Cisco Call Manager IP PBX.

Project Results

With creation of call center all calls coming to the company go to call center operators. Having found out the address purpose, the operator services a call independently or switches the client to managers. Irrespective of the fact which the equipment is installed in a workplace of the employee − by Cisco IP Phone or Naumen SoftPhone − routing of calls happens by uniform rules. If the IP channel is unavailable, a system carries automatically out a call through MGTS network that allows to avoid loss of calls. Reliability of a software and hardware complex of call center Shkom is confirmed several months of its operation.

Project implementation also allowed employees Shky of a message collecting of statistics on appeals to the company and its analysis. Information on parameters of service accumulated in the database allows company management to control work of call center operators and managers and also, in case of need, to investigate disputable situations in customer relations.

The organization of call center based on a single corporate network became one more step on the way of quality improvement of customer service Shky.

Perspectives of development of the project

The plans of the company are implementation of the CRM system for automation of sales process and control of production. At the moment in the company the demoversion of Naumen CRM in which it is recorded calls of clients is set. The planned integration of the CRM system into the platform of call center will allow to process not only own incoming calls, but also to offer services of call center to the partner companies Shkom.