Infinity automates work with subscribers of "Vatt-Elektrosbyt"

"The Vatt-Elektrosbyt energy company is the guaranteeing supplier and also the subject of the wholesale and retail markets of electrical energy. Principal directions of activity of the company are: purchase and sale of the electric power and power in the wholesale and retail markets, accomplishment of functions of the guaranteeing supplier on the basis of decisions of authorized bodies, rendering services in the organization of commercial accounting of electrical energy, increase in efficiency of power sales activity, consumer service of electrical energy, carrying out power inspections.

At the beginning of 2011 the company management designated a number of the tasks directed to consumer service quality improvement. "The status of the guaranteeing electricity provider imposes on the organization a certain responsibility concerning the level of the provided service to buyers, - Irina, the CEO of "Vatt-Elektrosbyt" tells Medvedev. – As new steps on improvement of the company it was decided to implement a management system of customer interaction (CRM) and to create own professional Contact center".

According to the results of tender as the main platform of Call center the solution of Infinity of the Moscow company "Weathervane Sale" was selected. The main evaluation criteria were the price, product capabilities and successful experience of implementation in power sales and public institutions.

According to Irina Alekseevna, the module of the automatic notification of clients became the most useful tool in work among wide functionality of Infinity, it allowed to inform quickly and effectively subscribers of "Vatt-Elektrosbyt" on the created debt for the electric power, to warn about different events, etc. Also useful was a large number of different statistical information which allowed to estimate easily efficiency of operators and to timely make corrections to work. Based on the interactive voice menu (IVR) service of remote transfer of indications of metering devices of the electric power was implemented. All this allowed to reduce load of operators significantly.

"Our operators very much are positive for results of system implementation, it allowed to reduce significantly loading and will get rid of routine call-down of a large number of subscribers, - Irina Alekseevna tells. - It became much more convenient to clients to transfer indications as they should not expect the reply of operator, and indications can be transferred round the clock seven days a week. Besides clients had an opportunity to leave the message in voice mail. The management received full control and statistics on the current situation. All benefited from the Infinity installation!".

As the system of the voice menu on collecting of indications from counters in Vatt-Elektrosbyt company works

• The subscriber calling in the company selects service of acceptance of indications from the voice menu;
• A system suggests to enter to the subscriber number of the personal account;
• The entered data are looked for in the Vatt-Elektrosbyt database, and in case of a successful outcome a system tells the subscriber the address to which this personal account is opened;
• If information spoken by a system is right, the subscriber can give accounting instrument readings step by step;
• For prevention of errors, a system pronounces the digits entered by the subscriber;
• If the indications pronounced by a system match entered, the subscriber finally confirms them;
• If everything was made truly, a system will report about it to the subscriber and will thank for a call. Otherwise the error message is read;
• The entered data remain in the report for further processing by operators.