Iokogava Elektrik of the CIS strengthens division of a customer support

In customer support center of Iokogova Elektrik of the CIS company Softline integrator carried out implementation of Microsoft Dynamics CRM 2011, the press service reported on May 27, 2013.

By the beginning

In 2011 in Zelenograd the center of a first line support of customers of the company – Response Center – structural division "Iokogova Elektrik of the CIS", its task - operational ensuring high-quality and effective technical and service user support of the equipment YOKOGAWA in Russia and the CIS countries opened.

Reality

For May 27, 2013 the center works within 8 hours, 5 days a week. Further will pass to the 12-hour working day. In the long term Response Center will perform support daily in the round-the-clock mode.

To improve service quality of customers, the management "Iokogova Elektrik of the CIS" set the task of automation of the Center and implementation of the CRM system. As a result of the internal expert analysis, the choice of the company is stopped on the Microsoft Dynamics CRM 2011 system as the organization which is the most meeting the requirements. As the partner in implementation and delivery of the necessary software the Softline company is selected.

Job

Project implementation began with direct implementation and system configuration of Microsoft Dynamics CRM 2011: cards of objects of CRM are configured and scripts are developed for automatic filling of some fields in them, processing of the arriving calls is routed, the internal reports reflecting information on quantity and structure of the arriving addresses are developed, the authentication mode of users is introduced. Automatic generation and sending e-mail messages to clients and engineers about registration of requests and need of their taking in processing is in addition configured.

At the second stage of works with the purpose of fixing of information on the entering and outgoing calls integration of CRM with the system of call center Oktell is carried out.

Settings of processes depending on call type are made:

• now the outgoing call is made from a card of the contact person;
• at entering the address card with customer information from which the call, on condition of existence it in CRM base arrived emerges;
• for each not received call there is a loading of the address of a special view with data from the system of telephony.

Upon termination of implementation consultants of the contractor provided training of employees "Iokogova Elektrik of the CIS" to work with the CRM system.

Result

In a project deliverable a number of business processes "Iokogova Elektrik of the CIS" is automated:

• online-consultations of call center specialists;
• acceptance, accounting and control of accomplishment of all requests arriving from customers;
• first line support of clients a technical team of specialists in all range of the equipment supplied by the company.

After implementation of Microsoft Dynamics CRM 2011 and its integration with call center of Oktell, the speed and service quality of customers the staff of Response Center increased.

Tatyana Tsaunya, the deputy manager of department of integration solutions of department of solutions of Microsoft of Softline company, noted: "According to statistical data, up to 85% of buyers make repeated purchase of goods or service of the same brand, despite existence of problems if the center of support could permit them quickly. As a result of implementation of Microsoft Dynamics CRM the service Response Center of Yokogawa company received the reliable tool for management of all cycle of service support of customers of the company".

"For our company improvement of service quality is strategically important purpose of work with our customers. Creation of an automated system of processing of client addresses allowed to organize more effectively processes of interaction in the center and to react quickly to all arising requests from clients", - Andrey Meshcheryakov, the head of the center of service support for Russia and the CIS emphasized Iokogova Elektrik SNG LLC.