OTEM-Siberia (AGAT of UX)

"OTEM-SIBIR" is the official representative of Eberspacher company - leading manufacturer of the climatic equipment from Germany in the territory of Western and Eastern Siberia. In the work the company pays special attention to customer service quality, as in interaction with wholesale buyers – the organizations trading in cars, the equipment, yachts, the installation centers and when rendering technical support to direct users of products. For effective business in the territory of such extensive region the company has representations and the service centers in Novosibirsk, Yekaterinburg, Omsk and Krasnoyarsk.

At the beginning of 2011 in the company the project on upgrade of the communication system based on the equipment Sall-center Infinity and the IP PBX Agathe-UX was implemented. The Novosibirsk company "Trading House of the Communication System and Mobility" acted as integrator of the project.

The main objectives of the project were cost reduction on a domestic long distance communication and effective use of personnel resources at acceptance of the entering addresses and mass call-down of clients in a geographically distributed branch network.

"Within implementation of the first stage of the project we constructed a common information space of the company at five offices using VPN technology. At each office the Agathe-UX IP PBX was installed that allowed to integrate all internal subscribers in a unified number plan and to give an opportunity to make calls between the different cities, without occupying external lines as though subscribers are in the neighboring rooms of office, - Dmitry Neverov, the CEO of TD SSM shares project implementation details. - All this became possible thanks to the IP telephony functions which are built in a basic complete set of Agathe-UX. Besides, also in basic feature set waiting queues, acceptance and sending facsimile messages from the computer, voice mail, a call-back enter. Use of these services allows to exempt users from routine transactions. Additional cost reduction gives flexible routings of a call by the dialed number: long-distance calls are processed through IP-telefonii providers, and calls on mobile phones – via GSM gateways".

The next stage carried out implementation of Call center of Infinity. All incoming connections from all cities were collected in uniform point of entry - toll-free number 8-800. Thanks to the powerful mechanism of processing of the intellectual voice menu an effective system on processing of incoming calls was constructed - a system identifies by the phone number from what city the subscriber calls, requests his name from an embedded database and transfers this information to a card of the operator where the employee fixes the product interesting the client and also the address reason. An opportunity to connect calling with the "personal" operator allows to save time of the employee and client as well as services of self-service using which, for example, demonstration of work of a new product - the wireless BILINK control panel is organized. The call recording allowed to increase significantly the culture of communications, various reports gave up-to-date information about work of Call center in real time and allowed to carry out job analysis. So the time recording of operators and statistics of the accepted calls allowed to increase efficiency and motivation of employees significantly. Thanks to creation of a system of the distributed telephony managers of sales at offices of the different cities act as call center operators.

"Except the above described advantages, with implementation of Call center, the company received new marketing tools, - Dmitry Bayanov, the CEO of "OTEM-SIBIR" tells. - The outgoing companies allow not to spend time of the operator for dialing (a system itself dials on the prepared list of numbers), to carry out questioning according to the scenario of a conversation, and to present the acquired information in a report type. The automatic notification without participation of the operator in advance written message, and integration into databases gives the chance to reproduce to the client - to announce numerical information, for example, information on the amount or readiness of the order, or to send the Sms. In general, we are very happy with project implementation, we save more than 25% only on long distance services now, and it is only iceberg top".

In the near future integration of telephony with the customer relationship management system of "1C:CRM" which is already implemented in the company for which there is a ready module is planned. It will be directly possible to call the partner from 1C some clicks, all contacts with the client will be automatically fixed with a binding of the written conversation, at an incoming call in a card of the client all necessary information which is transferred together with a call at a call transfer between employees will be displayed. For example, a current debt, a status of orders, turnovers in a quarter, etc.