Santekhnika-Online started contact center on 50 places

On August 26, 2015 the Naumen company announced start of the Naumen Contact Center system for service of the general pool of calls in Santehnika-online.ru online store.

Project Results

The project of automation of contact center in Santekhnika-Online company is created on the basis of the solution of NAUMEN company. The project automates 50 operator places.

For August 26, 2015 call center specialists of Santehnika-online.ru work in four changes, servicing calls of clients. The failsafe Naumen Contact Center platform ensures smooth operation of contact center, excepting risk of loss of calls.

For increase in efficiency in a system collecting of statistical information on calls is conducted. The possibility of receiving different types of reports allows the management of online store to carry out qualitative analysis and to make the correct management decision for improvement of indicators of business.

By means of platform opportunities in contact center the mechanism of control of "field" employees (couriers) operates. For this purpose IVR service is integrated with the database that allows automatic to write a talk of couriers with clients connecting calls through contact center. All written talk is stored in a system. In case of the claim connected with delivery, listening of these records helps to understand a situation quicker.

Naumen Contact Center is used for the organization of communication more than 200 employees of departments of the company, including accounting, the delivery service and service. It the convenience of communication of all participants of process of customer service increases.

"In terms of specifics of work of online store reliable, technology mature platform of contact center with a set of necessary tools as former telephony in process of business development ceased suit us because of limited opportunities was necessary for us, – Margarita Simagina, the commercial director of Santekhnika-Online company noted. – We stopped the choice on the NAUMEN platform and were not mistaken. With its implementation the possibility of receiving different types of reports, control of work of employees, including, removed couriers appeared. In the short term we are going to integrate a system with 1C. Thanks to flexibility and ample integration opportunities of the platform we will be able to perform these works by own efforts".