"The telecom Express" and Efes Rus start "hot line"

On October 28, 2013 the Telecom-Express company in partnership with Efes Rus company started the updated Itpodderzhki service of employees (Service Desk) on the platform "Telecom Express".

Project Tasks

Within the program of quality improvement of service of users Itsistem Efes Rus expansion of the existing service Service Desk was planned that assumed a staff increase of employees and updating of a technology component of service. On analysis results of the existing infrastructure, expansion cost, the decision - to consider the possibility of involvement of outsourcing contact center is made. An important role was played by the fact that uniform Service Desk of Efes Rus company Itsistem of the company across all Russia serviced users. For the solution of assigned tasks the Telecom-Express company is employed.

Project Progress

For efficiency evaluation of the existing service, the staff of IT department of Efes Rus jointly with specialists Telecom Express booked audit of the requests coming to the operating Service Desk.

On the basis of it the package of measures, the services directed to quality improvement provided by service is carried out:

• route charts are developed for routing of requests;
• relevant knowledge bases are created;
• processing procedures of the addresses received on different channels of access are developed;
• procedures of the solution of requests are developed.

Within the project specialists of Efes Rus provide the training trainings with obligatory testing of employees Telecom Express. During the trainings in an available form processing of the requests coming to Service Desk speaks.

The project provides the procedure of incident management within which the mechanism of automatic replacement of IVR is developed.

Vasily Vlasyuk, the Chief information officer of Efes Rus company, noted: "During the project the latest technologies which allowed to carry out qualitatively and in time assigned tasks were used. It is the obvious proof of efficiency of the selected approach and also quality of creation of route charts and work of internal service IT".

2014 Telecom Express and Efes Rus start "hot line"

The Telecom-Express company started "hot line" for Efes Rus company. "Hot line" of Efes Rus which service is performed by specialists Telecom Express, is designed to provide more close connection between the company and its buyers. Each of clients of the company will be able to receive the answer to the concerning questions or to leave the comment, having dialed universal number 8-800-333-81-01. At the same time all calls made still to phone of client support will be redirected to the new line. For the purpose of ensuring operational service of calls from clients Efes Rus, Telecom-Express contact center picked up the optimal number of operators for work on the project. Extensive functionality of service "hotline" from Telecom Express will allow to solve further also other business challenges of Efes Rus company: wage advertizing campaigns, marketing actions, polls, etc.