Passed Erkafarm to the Naumen Contact Center platform

On February 15, 2017 the NAUMEN company announced project completion of creation of contact center of the pharmaceutical retailer "Ozerki" entering together with networks of drugstores "Doctor Stoletov", Good drugstore and Drugstore No. 1 into Erkafarm Group. Implementing solution on the Naumen Contact Center platform provided a possibility of operational processing of the entering addresses, collecting of statistics and process optimization of customer service.

Erkafarm group (2017)

Project Progress

Within the project the NAUMEN company in partnership with SKD company made replacement of the outdated platform and also the processing system of orders which ceased to meet requirements of the growing business.

The solution based on Naumen Contact Center is integrated with the electronic pharmaceutical reference book "Vidal" and also other internal business systems thanks to what call center operators find the medicines interesting the client much quicker. For convenience in a system the search mechanism of drugstores with the bottom price on the goods displaying the actual existence of these goods in drugstore is implemented. Having created a virtual basket, the operator approves with the client all parts of the order then the order gets to the ERP system, further to drugstore from where the client takes away goods in time convenient to it.

For balancing of loading with the outsourcing partner in a system special IVR service is implemented. Depending on a subject and an access time the call is routed or on own operators, or on operators of outsourcing contact center.

"We aim to correspond to needs of buyers: we develop and improve our services based on the leading developments. With implementation of the platform the processing speed of calls grew by 4 times. Such actions promote increase in profitability of pharmacy chain". Anastasia Karpova, CEO of Erkafarm Group