RusHydro implements CRM and standards of customer service

The power sales holding "ESK RusHydro" servicing more than 2.7 million household subscribers and over 92 thousand legal entities is going to unroll a customer relationship management system in all companies and contact center under control of it, follows from documentation published at the beginning of December, 2013 on the website of RusHydro.

In the company expect that a system will help to increase customer service quality, to increase retention ratio of clients, to expand the customer base, to increase quality of the customer information necessary for acceptance of management decisions, and some other effects.

The CRM system will be unrolled on infrastructure of ESK RusHydro and to include subsystems for registration and maintaining customer appeals, for flow control of works of personnel and management of marketing campaigns and also a subsystem for maintaining a profile of the client, administration and the reporting.

The solution should be integrated with all accounting systems of all sales companies entering into the ESK RusHydro group and with their websites regarding the module "virtual reception" for obtaining written addresses from clients and sending answers. Also integration of the CRM system into the SMS and E-Mail is planned by gateways.

Architecture of data exchange between CRM and other systems "ESK RusHydro"

In addition, the CRM system should be integrated with a billing system of ESK RusHydro, the using MS SQL DBMS, and the CTI equipment of contact center Avaya. In requirements to a system it is also specified that it should provide ability to integrate with a SAP software and Microsoft Dynamics.

Among requirements to system performance – a possibility of simultaneous operation with it not less than 100 users and the ensuring report generation in time which is not exceeding 5 minutes.

The project on creation of the CRM system appeared in ESK RusHydro against the background of transition of the companies under control of it to customer interaction on the new standard adopted by the management of spring of 2013. They define and regulate requirements to such processes as response to addresses and complaints of clients, ensuring feedback coupling, the conclusion and maintaining different agreements with clients, consumer satisfaction degree assessment by service quality of power supply, etc.

It should be noted that the regulations set by the standard regarding processing of addresses and complaints assume not always prompt response to clients. So, for consideration of addresses term to 10 days with a possibility of its prolongation for the same period if necessary, and up to 20 days - for consideration of complaints is allotted.