JSC Multiregional Transit Telecom (MTT) (CRM system implementation project)

The project on implementation of the CRM system in Multiregional Transit Telecom company (MTT), the providing service of an intercity and international telecommunication.

During the project it is going to create the global database about clients of MTT, to automate processing of all types of addresses and support of sales. As the supplier of the CRM system the NAUMEN company, the leading Russian developer of software solutions for business and authorities acted.

Project Objective:

• Improve customer service quality of MTT company

About the Project

The project on implementation of the CRM system was begun in 2008. During the project business process optimization is made. Works on integration of billing systems and also a hardware and software system based on Avaya Definity set in call center, the Exchange mail server and a system of accounting of incidents of Remedy are performed.

All of integration, except TsOV and Exchange, are implemented through an integration bus of ESB Oracle BEA Aqua Logic. According to Alexey Gusev, the head Naumen CRM, use of the corporate service bus (ESB) significantly reduced amount of works on integration and allowed the customer to manage independently integration logic, using for this purpose the program interface Naumen CRM.

In August, 2009 the first stage of the project was completed.

Project Results

Now MTT uses Naumen CRM for automation of customer interaction on the first line – acceptance, registration and processing of all types of addresses. During the CRM system project it was integrated with the internal call center (CC), billing systems, the mail server and a system of accounting of incidents. Further it is going to provide access to the CRM system of the partners of the company providing services under the MTT brand including services of broadband access (broadband access) and also specialists of the external call center ensuring functioning of directory services and technical support for clients of MTT.