The call center of Infinity increased efficiency of customer service of HENDZ Holding

January 21, 2015. The call center of Infinity increased efficiency of customer service of HENDZ Holding. In work with clients HENDZ Holding adheres to the principle of "one window", providing support of the equipment at all stages of lifecycle: from delivery and installation of the equipment, before integrated management of technical condition of terminal network. All flow of calls and requests of customers is serviced by call center in which at the moment, more than 30 people at the same time work. Such state allows to provide quick reaction on each address and to minimize quantity of the "lost" calls.

Since the beginning of 2013 heart of call center is the software package Infinity, from the Russian company "Weathervane Sale".

According to Alexey Orlov, the call center of Infinity from the very beginning seemed to specialists of the company clear and convenient in work, at the same time its functionality did not concede, and in some moments even exceeded the previous software product.

As a result of negotiations it was approved that implementation will happen in two stages: a pilot project, for check of a system in operation, without shutdown of an existing solution, then, in case of obtaining positive result, complete transition to Infinity. As Alexey Orlov notes, the first stage was expedited, in the course of setup, technical support of the developer well proved, quickly and qualitatively closing arising questions. Upon completion of a pilot project the decision on acquisition of call center of Infinity was made.

"Before Infinity implementation we used other domestic solution. Unfortunately, in use, we understood that it does not suit us on a number of factors, - the HENDZ Holding system administrator Alexey Orlov tells. – First of all it is the general concept of this product which provided need of the high level of technical knowledge for its use and service. In other words, it was just very difficult in day-to-day running. The limitation and slowness of the module of the reporting became the second essential negative point for us - some selections formed at us for 10-12 hours. As a result, several years later after the beginning of use, we decided on search of a new system".

"As a result of implementation of Infinity we unambiguously noted decrease in quantity of the lost calls, increase in transparency of process of telephone service, gain of control of work of operators", - Alexey Orlov summarizes.

Representatives of the company integrator reported TAdviser.