Society (Implementation project of the Naumen CRM system)

The project of creation of call center in Sotsium non-state pension fund (Moscow).

The project is executed on the basis of the Russian solution IP call center of Naumen Phone by specialists of NAUMEN company.

Profile of activity of the company

NPF Sotsium (www.npfsocium.ru) is non-profit organization of social security which founder is the Basic Element company. The fund is engaged in mandatory pension insurance and additional non-state pension provision. The biggest customers – GAZ, the Zavolzhye Plant of Caterpillar Tractors (ZPCT), Arzamas Machine-Building Plant, Sayan Aluminum Plant, the Krasnoyarsk hydroelectric power station, the Krasnoyarsk PPM.

Project Objective NPF Sotsium is engaged in mandatory pension insurance and additional non-state pension provision. An important part of the relations of the company with her clients is providing all information on pension plans and opportunities of additional pension provision interesting clients during telephone communication with the staff of fund. Therefore with expansion of the customer base and increase in load of corporate call center the management of Sotsium made the decision on replacement with the existing automatic telephone exchange by the unified solution which would allow to automate completely call processing and to save quality of telephone service.

Choice of software

Private pension fund specialists Society stopped the choice on the Russian product IP call center of Naumen Phone, having noted its such characteristics as performance and ample opportunities of scaling. Ease of integration of Naumen Phone into other solution which is implemented in fund now – Naumen CRM customer relationship management system became additional criterion for this choice.

Project Progress

Within three months specialists of NAUMEN carried out works on deployment of Naumen Phone at the enterprise. During the project 10 jobs of operators were configured, personnel training to work with the new software is provided, tuning of the voice gateway Audiocodes Mediant 1000 which is responsible for connection with a telephone network is performed. As additional services are brought into operation of a subsystem of reservation and a server audio recording of telephone calls.

Project Results

As a result of project implementation NPF Sotsium received the convenient, multifunction and failsafe solution allowing to service the maximum number of clients. Daily the call center processes more than 1000 calls, at the same time possibilities of its platform are expected the further growth of number of addresses at growth of the customer base of fund. Besides, with implementation of Naumen Phone heads of Sotsium had a possibility of quality control of telephone service and obtaining the general statistics on work of call center.

New opportunities of customer service are offered by the subsystem of voice menus (IVR) used in call center. With its help clients can select and listen in real time to information on programs of compulsory and supplementary pension insurance, relevant offers of the company. In that case if the client had additional questions, it can switch to the operator at any moment and get necessary advice.

Perspectives of development of the project

Further, in addition to integration of Naumen Phone with the CRM system, the organization of operator places of call center in regional branches of NPF Sotsium and also automation of outgoing call-downs of clients of the company is planned.