Atlant Telecom completed the first stage of creation of a uniform IT system based on SAP solutions

2013

Clients of SAP in 2013 became the largest private telecommunication company "Atlant Telecom"

2015

October 15, 2015. The SAP CIS company, Atlant Telecom and the official partner of SAP in Republic of Belarus announced Atlantconsult end of the first stage of creation of a uniform IT system based on SAP solutions. It is less, than in a year within process of business transformation in Atlant Telecom several large-scale solutions were implemented: a process management system of customer interaction — SAP CRM; professional contact center — SAP BCM; reporting system for business process management — SAP ERP; and also a system for operational and evident analytics — SAP BusinessObjects BI.

Having begun the project in March, 2014, specialists of Atlantconsult company already implemented Business Process Management Suite (SAP ERP), process management of customer interaction (SAP CRM), the organization of professional contact center (SAP BCM) and also operational and evident analytics (SAP BusinessObjects BI).

Having implemented a system for quality improvement of customer service (SAP CRM) and the platform for the organization of professional contact center (SAP BCM), Atlant Telecom brought customer relations to qualitatively new level. Now all customer appeals on any channels — phone, e-mail, the fax or via the website — gather thanks to the unrolled system of fixing of client addresses in uniform base that allows to keep track of efficiency of their solution and quality of the given support. The company had an opportunity quickly and qualitatively to process a large number of addresses from different channels; to steadily hold the approved quality level of provision of services; service more clients with the same or even smaller number of employees; measure the index of customer satisfaction, etc.

New technologies of SAP provided stable waiting time on the first line of contact center about 30 seconds, waiting time of technical support — less than 10 seconds and growth of speed of reaction to requests on average by 5-7 times, by 3 times the efficiency of telemarketing increased. Process optimization of service of subscribers led to reduction of the expected expenses of the company on 40%.

The unique module of CRM "Doma" integrated with mobile application for active sellers was also implemented. The automated system of storage and data transmission allows to increase efficiency of sellers, "see" potential subscribers and develop for them target offers.

Atlant Telecom was not limited to one application, applications for the connecting specialists and engineers of technical support were also developed. In plans of the company implementation of functionality which will provide an opportunity to develop targeted offers for different groups of subscribers and also to analyze efficiency of sales with any necessary detailing: from the general indicators of sales before a specific campaign in a certain region or a target group. The SAP solution BusinessObjects BI helps to simplify and provide data analysis in real time.

Along with SAP CRM and SAP BCM was the SAP solution ERP is implemented. Thanks to what Atlant Telecom received a system with a uniform entry point of credentials. The majority of key business processes, including logistics and transactions with fixed assets were automated. Today the company keeps the reporting in three registers of accounting at once: managerial, tax and IFRS. A system allows to prepare quickly the reporting for founders of operator — Zubr Capital management company and the EBRD. Such transactions as contract management, inventory accounting, the company carries out in unified information environment now, representatives of the company integrator reported TAdviser.

"Complex implementing solutions of SAP, the data focused on the maximum efficiency and accuracy of their analysis, allowed us to bring business process management to new level. We not only reduced the volume of routine transactions and risks of a human factor, but also created essentially other working conditions for our employees: now they can focus completely on strategic questions of customer service and partner relations" — Igor Sukach, the director of Atlant Telecom explained.

"In such dynamic industry as telecommunications, business process automation is one of real instruments of growth of efficiency. Work with a large number of clients in highly competitive market requires fast and high-quality reply to the requests of each user, whether it be the individual or business structure. SAP solutions, combining the innovative technologies and the best industry practices, allow Atlant Telecom to increase quality of customer service with the minimum costs, in the online mode to manage dynamically growing business and to strengthen leadership in the industry" — Andrey Goryaynov, the managing director of SAP in Republic of Belarus noted.

"To a project success we are in many respects obliged to support and the involvement into process of the management of Atlant Telecom which estimated importance of implementation of innovations. The best world practices on which SAP solutions, and rich industry expertize of the company are based became the integral components of success also. Now Atlant Telecom is ready to turbulent times as it works at a basis of the solutions, best in the class" — Pavel Zhilko, the CEO noted Atlantconsult.