Petrovich of STD (Naumen Omni-Channel)

The product Naumen Omni-Channel for omnichannel customer service is use of technology in STD "Petrovich"

Meyer Elena, director of call center of "Construction Trading House Petrovich" company: "Our company builds an omnichannel format in the capital market of DIY goods. The consumer can select any a method of purchase, convenient for it, and payment: through call center, on the website or directly in shop. At the same time in the course of the order clients can freely pass from one sales channel into another. And if in 2007 we had only three communication channels with clients, then in their 2019 became eight. In 2017 we began to use the omnichannel platform for communications with clients created on the basis of solutions of Naumen. So, in 2018 we processed 22% more contacts, than in previous year, and the share of sales of contact center in turnover of the company made 35.3%. At the same time turnover in the channel of contact center grew by 23.3% in comparison with 2017. Thus we lowered average costs on processing of one contact. Today the level of our service remains equally high in any channel, and we can create the uniform history of addresses of each client" ^[1]

STD "Petrovich" is the Russia's first DIY retailer of the complete range which implemented omnichannel service. Thanks to omnichannel technologies the contact center of STD "Petrovich" quickly responds to the requests of clients on all communication channels in the single interface Naumen Omni-Shannel. According to the results of the project the share of sales through contact center last year grew by 65%. For consultation of clients through a web chat integration of service with the website and also with mobile application was carried out that allows clients to order a call back within the loyalty program. Now 70% of sales happen online (via the website, mobile application and contact center)^[2]

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