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Project

"The green grove" upgraded customer service

Customers: Green grove

Ufa; Tourism, hotel and restaurant business

Product: Virtual PBX of Mango Office VATS

Project date: 2016/06  - 2016/09

Content

On November 25, 2016 the Mango Telecom company announced connection to the Virtual PBX and call center of Mango Office of sanatorium "Green grove".

Project Tasks

In sanatorium the need for transition from "normal" analog telephony to the modern telecom solution ripened. The main objective - not to lose calls, optimum distributing the entering addresses between operators. Also service quality control, a possibility of the order of a call back on the website, integration of telephony with 1C for history of customer relations was required. A system should be scaled on any number of operators to increase or reduce the state in need of[1].

Sanatorium "Green grove", (2014)

Project Progress

For the solution of assigned tasks selected the solution Mango Office.

After implementation the calls arriving on number of call center 8-800 are distributed between ten operators depending on a day of the week and time of day. Using Mango Office call center, employees see queue of calls in real time, and the arriving calls go only to the operators ready to accept them.

Project Results

Implementation of technologies and reorganization of processing of incoming calls by 70% reduce the average time of waiting of the answer, the quantity of the passed calls is reduced by 90%.

Operators have an opportunity to note subject of an incoming call that allows to keep statistics of the most widespread requests of clients, to develop optimal service packages and to adjust marketing activity.

The service of call tracking Mango Office is used for advertizing efficiency evaluation.

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Mango Office solves all tasks which we set for modern cloud telephony. The most important – work with addresses on phone became transparent, we can control it and increase service quality, optimize costs for marketing.

Svetlana Hamitova, head of marketing department of sanatorium "Green grove"
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Cloud computing is a real opportunity to build high-quality service without the big capital investments. It is pleasant that they are used even more often by both private, and public medical institutions of Bashkortostan. I hope that times when we spent 10-15 minutes to phone in registry, will forever consign to the past.
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Notes