AvtoVAZ increased the level of service of client call center using a 1C system: CRM

2018: Automation of work of call center

On June 29, 2018 the 1C-Rarus company announced that PJSC AvtoVAZ increased the level of service in client call center using the 1C:CRM system.

Premises and project objectives

Operational telephone consultations on the different questions connected with acquisition and operation of cars are necessary for clients of the company. To increase service quality in this direction, AvtoVAZ created own call center (before service of call center the carmaker was rendered by the outsourcing company) which allowed to organize operational processing of the entering and 24/7 outgoing calls and to provide high quality of working off of addresses of consumers. Project implementation required an information system which would help to automate work of call center, including acceptance and processing of the entering addresses, formation of statistics, including on relationship with each client, maintaining own knowledge base on often arising questions and problem situations.

Work of call center was built based on the 1C:CRM system. The project was implemented by specialists of the Samara office "1C-Rarus".

Project Results

Call acceptance and the addresses by call center operators is automated. Convenient jobs of operators are created. Calls of clients are received directly from the system interface that allowed to increase call acceptance speed, and to minimize quantity of the passed calls.

Control of speed and quality of processing of incoming calls is strengthened. Data retrieveds are consolidated in analytical reports which help to control KPI of operators, to increase efficiency of service, to enter new tools.

During 2017 loading of call center agents by separation of a route of processing of client addresses on complexity level is optimized. The implemented subsystem of business processes provides working off of difficult customer appeals by the selected experts, providing full control of stages and terms of passing of the solution taking into account all interactions of call center with services of the enterprise, dealers and other participants of process.

In a system it is created and constantly the base of questions \answers which contains all information necessary for processing of the entering addresses is replenished. On the basis of the collected and aggregated information answers to questions of clients form. Besides, it is possible to find in base quickly information for the solution of advanced and non-standard queries. Integration of a system into databases of AvtoVAZ allows operators to obtain quickly information on presence of cars at dealers, on delivery of auto parts, sales and the history of repairs.

Besides, in a system the detailed analytical reporting on work of call center is quickly prepared. Data retrieveds help to regulate quickly work of call center for achievement of the maximum performance indicators:

• effective work with the reporting under KPI of operators and experts allowed to reduce waiting time of the client by lines twice.
• monitoring of loading of operators and experts helped to optimize processing of all types of addresses therefore by 5 times the quantity of the received calls at invariable number of employees increased.
• the reporting on types of addresses became necessary base for carrying out marketing researches for the purpose of increase in the service level and a customer loyalty. The company can quicker react to changes of requests of clients and make the weighed management decisions at creation of work of division.

During 2017 integration with service of a client feedback of the website of the company which allowed to begin implementation of a single system of control and working off of web, telephone and paper customer appeals is performed and also to receive significantly more complete statistics and analytics of customer relation of LADA.

All this helped to provide fast and high-quality customer service of the company:

• search of answers to questions of the client accelerated twice, and the informational content of answers increased. Clients quickly obtain information necessary to them, having made only one call to call center of AvtoVAZ.
• processing of the address of the client takes on average 1-2 minutes. The number of the processed addresses in day grew more than by 50%.

In further plans of the company - development of the created system, its integration with information bases of dealers, integration with a form of a feedback of the website that will allow to process quickly the requests arriving from users of the corporate website. Also in plans - development of reporting system and technical support of users.

"We organized the round-the-clock hi-tech call center with the modern hardware and software system CRM on the 1C:Enterprise 8 platform. Thanks to what we by own efforts conduct customer satisfaction researches processes of purchase and service maintenance of the car, we collect and we process statistics on cars of all lineup of LADA. Quickly we resolve the issues arising at owners in use of the car. Analysis of difficult situations is carried out with broad involvement of divisions of the company that enhances the involvement of personnel of the company into process of customer satisfaction an end product, service or information service. Thus, we raise consumer satisfaction and their loyalty to the LADA brand". Esayan Alexander, head of call center of AvtoVAZ

2016: Automation of work of transport management

On July 5, 2016 it became known of software implementation of 1C: Motor Vehicle Management 8 PROF in transport division of JSC AVTOVAZ. Implementation works were performed by the company 1C-Rarus AVTOVAZ^[1].

Project Tasks

Vehicle fleet of the customer contains more than 1 thousand units passenger and trucks, the hoisting-and-transport equipment. Own division of the company which specialists daily process more than 500 requests for cars and special equipment manages work of motor transport.

Effective implementation of requests requires work planning of drivers and vehicles, observance of limits of use of transport, cost accounting of the performed works, providing costs to divisions customers, the cost control connected with use of motor transport.

Office "AvtoVAZ", (2014)

For increase in effective management of the enterprise the management AVTOVAZ made the decision on start of the large-scale project of automation of the divisions on the basis of solutions of the 1C:Enterprise 8 system.

For the solution of these tasks the 1C: Motor Vehicle Management 8 PROF system was selected. The Samara branch "1C-Rarus" became the partner in implementation.

Project Progress

Specialists of the Samara branch "1C-Rarus" automated work of transport division of JSC AVTOVAZ. The project is executed within the agreement on cooperation signed earlier 1C and AVTOVAZ.

At the first stage of the project of complex automation of holding it is implemented by software of 1C: Motor Vehicle Management 8 PROF. A system is unrolled in 422 workplaces.

Project Results

The software product is integrated with information systems in production divisions of the company.

Specialists of production create requests for transport in the programs, these requests are instantly displayed in workplaces of staff of dispatching service and directorate of transport logistics. The manager using a new system quickly selects for order fulfillment of the driver and the car, and writes out the waybill, and the master of directorate of transport logistics in electronic form approves use of motor transport on route and plans work of drivers on certain cars. Besides, additional dispatching services which accept work requests of passenger transport and passing of planned checkups are created. As a result time of processing of requests was reduced by 40%, orders are quicker transferred to work, duration of idle times in work of transport is reduced, divisions of holding quickly receive cars and the equipment, necessary for work.

A system allows to select only free motor transport for execution of the order. If earlier intersections of requests for the same car could, then today waybills are written out only on those drivers who left in change, and only with that transport which is available in time, necessary for work. Internal misunderstanding and pads are excluded, all requests are performed precisely in the appointed time.

In a system limits of issue of transport to divisions are set. Operational accounting and approval of superlimit requests for vehicles is provided. Besides, a system helps to control accomplishment of superlimit requests and to create analytical reports about observance of limits of transport on routes according to the results of every month. Control of issue of vehicles to divisions, the number of requests for motor transport over the approved limit of issue is strengthened decreased.

Requests are considered separately by each type of vehicles: passenger vehicles, special equipment and hoisting-and-transport equipment. It allows to optimize loading of the equipment and to precisely calculate profitability of both separate means of transport, and specific models of vehicles.

A system allows to estimate how many orders were executed for specific division, to precisely calculate the cost of these orders, to accurately redistribute internal costs on divisions customers. It excluded possible disputes over payment, payment of all services is executed in time.

Calculation of a standard cost of fuel for more than 10 indicators, including difficult working conditions and temperature coefficients is automated. It helped to strengthen control of consumption of fuels and lubricants. Besides, in a system the reporting on a consumption of fuel and lubricants in divisions customers on the basis of which reexposure of costs is timely and precisely executed is quickly prepared.

Today AVTOVAZ precisely distributes orders and easily controls work passenger and trucks, the hoisting-and-transport equipment which are widely applied in production and also keeps track of the statuses of accomplishment of requests across all territory of carmaker. Using the 1C: Motor Vehicle Management 8 PROF system it was succeeded to adjust rhythm and the continuity of work of motor transport, and as a result - to reduce temporary idle times in production and distribution of the made cars and parts across the territory of the plants. Evgeny Mitayev, head of directorate of transport logistics of JSC AVTOVAZ

Are provided in plans of further development of a system: automation of the cost accounting on repair, expansion of the management reporting on motor transport, calculation of a transport tax, accounting of special units, buses and accumulators. It is going to automate logistics of JSC AVTOVAZ, to control using uniform dispatching service cargo delivery as inland motor transport, and with involvement of external contractors, to optimize processes of unloading and loading in all warehouses. Sergey Fedotov, head of directorate of information systems of JSC AVTOVAZ

Notes