SCS (Support Center Software)

In September, 2016 announced AstroSoft start of service for users of software products of 1C: operational consultation on work with programs 1C. Service is calculated, first of all, on the company of medium and small business and allows to resolve quickly urgent issues on work with standard configurations of programs 1C, in the field of accounting and tax accounting and also the technical issues connected with installation of updates and information bases 1C.

Feature of this service is accurate tariffing of service. Specialists of the Line of consultation AstroSoft work with the Support Center Software SCS program, the system allowing to fix addresses, including duration is ringing. The cost is determined by time which was spent on consultation. Requests are rated of 20 minutes. Qualification of employees of the Line of consultation AstroSoft and the saved-up knowledge base on standard questions of users allows to respond to the majority of questions on average in 15 minutes.

AstroSoft works at the Line of consultation 12 specialists having certificates "1C: Professional" according to the most widespread software products 1C. Operational consultations on work with programs 1C are performed both by phone, and by e-mail, depending on the channel on which the address arrived. The service assumes support of the most widespread programs 1C: "1C: Accounting", "1C: Payroll and HR Management", "1C: Trade Management", "1C: ERP Enterprise Management 2" and "1C: Manufacturing Enterprise Management".

Except consultations on work with standard configurations 1C, the Line of consultations AstroSoft within operational maintenance offers the clients the help in questions of implementation of methodology of accounting in programs 1C, audit of the database, identification of errors, including through remote connection to the database. Besides, the help of service engineers is offered: testing and correction of databases, archiving and recovery of databases, technical examination and audit of IT infrastructure.

SCS (Support Center Software) is the software integrating possibilities of modern telephony and the CRM system. SCS increases efficiency of the specialists receiving and processing calls of clients.

INTEGRATION WITH CRM

• The SCS program is integrated with any corporate CRM system.
• At the address of the client the card of the partner is automatically displayed on the monitor, and the operator sees all customer information: personal data, number of the discount card, history of addresses, etc.

THE MISSED CALLS

SCS saves information on the passed calls and allows to process them: call back to the client, appoint responsible for contact, leave the comment in a card of the partner.

RECORD OF CALLS

The program allows not only to write calls, but also to flexibly configure record settings, for example: record of all arriving calls / calls selected operators / record according to the diagram.

ACTIVE CALLS

The head of department can be connected to active calls of operators for service quality control.

COMPETENCY GROUPS

In the program it is possible to create task forces of the second/third support line. In a system search of the expert in the necessary competences for transfer of a call is implemented.

DASHBOARD

The administrator and the head in real time obtain information on employment of operators on lines and the number of the clients expecting the answer.

SYSTEM OF MENTORING

For fast training in acceptance and processing of calls new employees can be attached to a conversation of the curator.

REPORTS

• The head of department and the administrator receive analytics in a graphic, evident type: history of calls and addresses, load of operators and lines.
• On the basis of reports peak loads are predicted and work of division is planned for the next period.