AT Consulting developed for VimpelCom a knowledge management system with the open code

On May 27, 2015 the AT Consulting company announced implementation in JSC VimpelCom a knowledge management system.

Project Tasks

One of priorities of development of JSC VimpelCom - increase in convenience and quality of interaction of subscribers with operators, operational introduction change in information interesting clients, reduction of holding time of subscribers and reduction of labor costs on processing of incoming calls. Solving problems of this circle, the company needed the modern knowledge management system (KMS).

Office "VimpelCom", 2013

The operating SUZ became outdated in terms of design and the speed of work, did not allow to enter necessary changes into the system (proprietary development on the basis of the closed code). The management of VimpelCom made the decision on implementation of a new system.

As the contractor of the project selected AT Consulting company.

Project Progress

The project is begun at the end of 2013. During the project the new modern software platform for content management including user-friendly interfaces is developed external dynamically changeable databases were connected. SUZ is constructed on the basis of difficult management model by knowledge which provides fast and high-quality information search due to use of unique data formats.

During creation of a system the contractor used the platform of full-text search open source. A system is expected simultaneous operation of 20 thousand users distributed on all regions of presence of VimpelCom company.

Project Results

In a project deliverable VimpelCom received the knowledge management system providing quick access to information on rates and services in all regions of presence to information on incidents, procedures of work of the operator, means of communication with clients. New SUZ allows to store and edit documents, to provide training of employees. Additional services of SUZ give the chance to collect statistics on work of users and to configure all necessary settings.

"A new knowledge management system – our next step towards customer service process optimization. Together with the AT Consulting command we created the structured base of corporate data which is always available and relevant. Thanks to quick search and a user-friendly interface a system helps to make the correct decisions and provides operational high-quality service of our clients", – Galina Samoylenko, the customer services director of JSC VimpelCom noted.

"We cooperate with VimpelCom company long ago and we understand requirement of the operator for a reliable knowledge management system on which service rate of clients directly depends. Information base which the staff of VimpelCom daily addresses is really huge: these are data on rates, offers, services, problems on network and many other. At system development it was necessary to offer a flexible search mechanism, processings and content filterings that employees could work with base in real time. For this purpose we created unique forms using which they obtain detailed information on all requests in a convenient type. And the open source code of the platform of full-text search opens ample opportunities for completion and development of functionality in the future", – Igor Homich, the partner of AT Consulting company, the director of the Innovative solutions block told.