JSC Network Company implemented a management system for relationship with consumers

On January 15, 2016 the JSC ICL-KPO VS company announced completion of implementation of the CRM system in JSC Network Company.

Project Tasks

One of the key directions of development by the company selects customer focus. To bring service quality of the clients to higher technology level and to expand the list of interactive services, in JSC Network Company the decision on creation of an end-to-end system of interaction with consumers was made. AF ICL-KPO company became the contractor of the project.

Project Progress

The team of engineers of JSC ICL-KPO VS in permanent interaction with specialists by JSC Network Company carried out the analysis of business processes of the enterprise, revealed keyword parameters of future end-to-end system. In selection process of technical solutions much attention was paid to their capability to integration. It was required to pick up such combination of solutions which would ensure them harmonious joint work within a single system. According to the specified requirements the CRM system was created using Microsoft Dynamics CRM 2013, the process BizAgi BPM application, the portal of remote service – on the basis of Microsoft ASP.NET technology, contact center – based on Avaya Aura.

Project Results

As a result of project implementation in JSC Network Company a common information space for consumer service on all communication channels in all territory of responsibility of the enterprise was created.

Also in the company note that the processing speed of requests of consumers at the appeal to contact center increased by a third. Now the operator for change registers about 100 addresses from consumers, thanks to the Customer Relationship Management System this digit grew many times. The operator does not need to ask any more a set of the specifying questions as all necessary general information about the client is present at a system.

Possibilities of new service allow to render qualitatively services to consumers in any office of service in the territory of the Republic regardless of the actual location of the power accepting devices.

We developed the complete solution allowing to integrate in itself data on technology accession of objects, information from situational analytical center and billing systems used for work with consumers for JSC Network Company. Earlier on the website of the enterprise only the personal account of the consumer was implemented. In a work progress the new solution - the portal of remote service was created. This resource is developed in full accordance with requirements of the legislation, specific features of the customer and received more advanced functionality in comparison with a personal account. Also the contact center was added to the available communication opportunities. At the same time automatic distribution of operators to lines was provided to minimize answering interval. Each address of the consumer, regardless of via what communication channel it arrived, is fixed using the CRM system. At the expense of it at the staff of JSC Network Company always near at hand all necessary information on the history of interaction with the consumers. Fanil Abdullin, project manager, specialist of joint stock company "ICL-KPO of AF

Using specialists of AF ICL-KPO company we received the convenient modern automated service for interaction with our consumers. For consumers use of new remote services of self-service is a saving of time. For example, now on the portal in a personal account it is possible to submit the application for technology accession to network of transfer of electrical energy in read minutes and also to beforehand monitor planned shutdowns to the address of the object. In Consumer service centers time of processing of addresses from consumers at the expense of the single interface of a system as now the employee does not have need to use separate software for technology accession and for order taking on metering devices was reduced. Marat Minibayev, development director of work with clients of JSC Network Company