Infinity in the delivery service Express courier

At the end of 2011 to "SDEK" forces of TD SSM company carried out implementation of the hardware-software Ipofis Agatinfinity complex which developer is the AGAT-RT Group and Weathervane Sale. According to the head the client of service "SDEK", Marina Pushkina, the choice of integrator and a product is explained by a number of factors. First of all it is the wide functionality allowing to be integrated flexibly with any systems at the same time setup and administration do not require highly specialized knowledge and "dear" specialists. Secondly, this presence of the certified integrator in the region where the head office "SDEK" is located thanks to what the customer had an opportunity quickly to resolve all arising business and technical issues. The third factor was the fact that Ipofis Agatinfinity is the completely domestic development simple in deployment and use.

"Communication with the client by phone and through websayt happens literally at each stage of process the delivery express: the order of the courier, refining of the place and time of freight intake, tracking of a status, the notification on arrival, etc. Besides, goes permanent interaction between the staff of the divisions located more than in 100 cities of Russia, - tells about premises of the project of Marín Pushkin. - In addition to toll-free federal number in each of the cities of our presence there is a "untwisted" landline number. The project task consisted assembled all incoming calls in callcentre and an opportunity free of charge to connect all employees from different offices by the short extension where they were. Having connected representations in a common information space on VPN, we had an opportunity to call, using Iptelefoniyu, not cards with codes and the gurgling sound, and, qualitative and reliable.

Agathe UX's IPATC set at each office interacts with providers of telephony using different types of connections (analog and VOIP lines, E1 flows) and routes calls so that even in case of break of an Internet channel the call will be precisely accepted by the local manager. Heart of a system is the call center of Infinity which added an automation complex, having integrated with the website and a corporate information system thanks to what the service level of clients of "SDEK" significantly raised. In particular, having reduced waiting time of the client by lines, we had an opportunity not to waste minutes – called the remained time before connection mixed up with pleasant music and advertisements is sounded. If stay in queue after all dragged on, then the subscriber can order a call back.

Kind of well information systems – CRM did not work, websayt, etc. – high-quality service nevertheless in many respects depends on a human factor. Callcentre gave necessary tools, namely – detailed statistics including on a time recording and service quality on each operator. Control of work in real time allows to be connected to the current talk and to control length of queues or holding time, notifying the supervisor by phone, e-mail or Smssoobshcheniyem. Record of all talk is irreplaceable at "blamestorming session" and allows to train new employees at examples quickly. If you want to complain or praise any employee, then you just dial special number".

The company violently develops, and implementation of this project allows to hold necessary growth rates: the number of callcentra operators grew to 35 people in 3 months since launch. Integration of the modules which are responsible for telephony into a workplace of the manager of processing system of departures is already made that allowed to automate process of the notification of the client about arrival of a load, it is possible to contact the client having clicked one key in the usual program. Every day more and more offices "SDEK" join uniform telephone space of the company.