Y-club (Project of creation of a service management system of clients and call center) 2

Project Objective

Lift to the new quality level service of the Russian and foreign clients of the company due to application of modern information technologies.

Profile of the company

Also the concierge service provides to Y-club services in the field of tourism, entertainments. Clients of the company address to the operator services Y-club which are in Moscow and London with the most different requests – from the order of the luxury-taxi, armoring of a table at restaurant and before rendering legal aid, the organization of a corporate action or an exotic tour.

About the Project

For Y-club customer service quality improvement the company decided to create call center based on reliable information systems. To support the clients not only in Russia, but also abroad, in the company two offices – in the center of Moscow and work in the prestigious district of London.

Ensuring due level of service demands effective control at all stages of customer service – from the order of service before its receiving by the client. For the solution of this task the management of Y-club decided to create contact center on the basis of the information systems allowing to manage effectively processing of telephone calls and process of customer service in general.

The main contractor selected the NAUMEN company having wide experience of project implementation such. Not less important problem of business process optimization was entrusted specialists of CRM-Design company.

As the platform for contact center the solutions of NAUMEN company which proved in the market – IP call center of Naumen Phone and Naumen Service Desk were used.

Project Results

Since launch of contact center all addresses and requests of clients are registered in a service management system in which all customer information of Y-Club is stored. In a system account of agreements and the services provided to clients is also kept.

Call processing, Y-club coming to contact center, is made using IP call center of Naumen Phone and on the basis of customer information. At receipt of a new call the platform of contact center automatically selects an algorithm of processing of a call taking into account the following parameters:

• whether is called the client of the company;
• to what category the client belongs;
• existence of the opened/closed requests of the client;
• presence of the free managers responsible for the request.

Calls of the clients, most significant for Y-Club, are serviced by managers and call center operators first of all. For call service fall forward jobs of employees are equipped with the program Naumen SoftPhone phones.

The service management system of clients (Service Desk) also helps to control all process of provision of services. According to each request approach of term of the solution is automatically monitored and the notification of responsible persons is made. The employees who are outside office can work far off with requests, using portable computers (PDA). When closing the request both temporary, and finance costs on its solution are fixed.

Heads had new management tools and job analysis of the company. At any moment the head can receive the list of active circulations of clients for operational management. For efficiency analysis of work of contact center and control of metrics of process of customer service there is a built-in report generator allowing to analyze data in different cuts. The received results allow to speak about further development of the project: in particular, development plans are the organization for clients of Y-Club of the Internet portal with function of "personal account".