Урбан Групп (Urban Group) (Bpm`online)

The company "NORBIT" implemented CRM- a system on the platform Terrasoft Bpm’online in construction holding "Urban Group".

Project Objectives:

• Raise quality of the service rendered to owners of the purchased real estate and to raise a customer loyalty.
• Create uniform base of inhabitants at the level of bpm’online.
• Develop tools for storage of history of customer relations.
• Automate work with addresses on the first and second support lines;
• Automate operation of channels of receipt of addresses, by means of integration with mobile application and an IP telephony; (On the party of the Customer the call center is organized).

Results:

• The Uniform Contact Center which staff accepts is organized and fix addresses (The first support line).
• Tools are developed for storage of history of customer relations.
• The second support line is automated (addresses, depending on subjects and priorities get on execution to the necessary employee).
• Using SLA mechanisms the high level on rendering timely and proper level of service is set.
• Start of a system at once for all departments of the company which are engaged in aftersales service.
• Operation of channels of receipt of addresses, by means of integration with mobile application and an IP telephony is automated.