"Dairy case" uses the solution of contact center for expense reduction on telephony

The Weathervane Sale company completed an implementation project of software of contact center of Infinity Call Center for Dairy Case company, the press service of integrator reported on August 21, 2013.

Project Background

In 16 years of work the Dairy Case company placed trade branches from St. Petersburg to the Urals. Today 6 plants on production of dairy products function. 21 trade divisions provide delivery to 40 regions of Russia. The dispersion of offices and divisions requires existence of communications and the services working like clock-work.

Control of incoming calls was required not only improve, but to cut down expenses on telephony. To save regular customers and to attract new, the IT department drew a conclusion on need of creation of modern call center.

Andrey Skalsky, the director of IT department "Dairy case", stopped the choice on solutions of Infinity of the Russian developer "Weathervane Sale".

Project Progress

Implementation is begun at the end of 2009.

Project Results

• time of processing of each call was considerably reduced, the quantity of lost calls decreased from 15-20% of total number to 2-3%.

Among opportunities of call center specialists of the company like voice mail. The messages left by the client quickly are listened and the employee of the company without delay contacts the subscriber.

Andrey Skalsky noted: "Wide functionality of call center of Infinity allows to construct a transparent control system of work of employees, to unload in a tabular style statistical data about the processed calls. We inform on new products and change of the working schedule through the convenient voice menu. All this does our work really effective. Without use of process automation business scaling is impossible".