Tatenergosbyt (Microsoft Dynamics CRM)

Project Objectives

Combine all customer's IT systems into a single information space to help them work more efficiently with their customers

Situation

The main principle of the company's work has always been customer orientation. And the main tasks are the development of partnership principles of interaction with customers, increased efficiency in working with subscribers, ensuring the information openness of the enterprise and transparency of settlements. In its activities, Tatenergosbyt focuses on servicing subscribers with the provision of a full range of service services using modern automation tools, using information technologies and communication tools. OJSC Tatenergosbyt, as part of its client-oriented strategy, is doing a lot of work to improve interaction, both with existing clients of the company and with potential ones. One of the main directions of the strategy is the organization of a correspondence form of customer service without the need to visit offices. This includes remote communication with the client on any issues, and electronic document management, and convenient payment methods for the client.

In 2012, Tatenergosbyt OJSC already operated a number of services, such as the Contact Center with a single free number and the Client's Personal Account, posted on the company's official website. Individuals were able to pay for electricity through ATMs and payment system terminals.

In this regard, the company began to encounter such difficulties as:

• lack of speed in obtaining information;
• lack of up-to-date information for the work of the contact center (information was contained in the databases of branches and client services offices);
• an irrelevant list of debtors during an automatic telephone call by the contact center;
• labor-intensive collection of information for the Client's Personal Office (information was collected 1 times a month, which is why it quickly lost its relevance)
• labor-intensive consolidation of financial statements for the whole company.

Decision

The decision was chosen through an open tender according to the company's policy. Partners had high requirements: experience in implementing similar projects (or individual components of the project) over the past three years, the presence of certified specialists in project management, system engineering, information protection, Microsoft SharePoint, Microsoft CRM.

The optimal combination of the price and quality of ICL-KPO VS services led Tatenergosbyt management to the final choice. In addition, the companies already had experience of successful cooperation. Already during the project, it was decided to introduce a fundamentally new 2013 version of the CRM system (at the beginning of the project, the Russian-language version of the system was not yet available). The choice was made with a view to the future - the 2013 version had significant advantages over the previous one. On the basis of a single information space, work began on the creation of an expanded Contact Center. Work was also carried out to centralize the base of the ASUSE and Energobilling software complex.

During the project, the following were implemented:

• module for working with counterparty data;
• module for acceptance and processing of applications and requests (Requests for conclusion of power supply contracts, Requests for additional services, Requests for metering devices, Requests for service "Single Window," Requests for return call, Requests-questions to a specialist, Requests for electricity quality, Face-to-face calls, Calls to a contact center, Book of reviews and proposals, Other requests);
• module for conducting consumer surveys;
• Knowledge Base Module
• the module of control of standards of time for processing of addresses and applications and issue of notifications about violations of terms;
• reporting module;
• dashboard module for management;
• consumer information module;
• module of integration with the software complex Energobilling (billing of individuals);
• integration module with ASUSSE software complex (billing of legal entities);
• integration module with the customer remote service portal;
• telephony integration module.

The planned network infrastructure was dynamically changing due to the parallel implementation of the project to transfer the network infrastructure to. cloud DPC The number of users CRM of the system reached about 150 people.

Results

• A single point for processing customer appeals to OJSC Tatenergosbyt has been formed to provide advice to each caller (call center).
• Contact center operators receive 13% more incoming calls per month.
• The simultaneous operation of four operators provides processing of up to 25 incoming calls per minute.
• 100% of calls to the contact center are registered, recorded and analyzed in the CRM system.