Maximum implemented the solution on integration of CRM and IP-ATS

On March 12, 2018 the company WaveAccess announced implementing solution on integration CRM and IP- automatic telephone exchange in educational company Maximum Yumaks(LLC). The solution WaveAccess on integration Microsoft Dynamics CRM from office automatic telephone exchange based on Asterisk allowed educational company MAXIMUM to optimize work of large-scale call center. Communications with clients and partners became transparent that gives to company management the chance timely to make necessary organizational decisions. 60 specialists of MAXIMUM use the connector WaveAccess.

The educational company MAXIMUM performs preparation for the standardized Photo examinations: irkutskmedia.ru

Prerequisites of the Project

Several years in the company the Microsoft Dynamics CRM system is implemented, office IP telephony based on Asterisk is also used.

However the analysis of activity of call center of MAXIMUM revealed several weaknesses:

• managers continued to prepare numerous reports manually, filling out separate files;
• ineffective processes of fixing of information led to its chaotic assessment;
• the company management had no opportunity to fully analyze results of work of specialists, to trace load of call center and to estimate efficiency of customer interaction.

Project Tasks

MAXIMUM was required to create a common information space in which all processes of communications with clients and partners would be extremely transparent, and routine transactions — are minimized.

Project Results

The problem was solved by installation of the connector WaveAccess which allowed to configure integration of Microsoft Dynamics CRM with Asterisk. The following functionality of the CRM system became available to users of the solution:

• specialists can make a call from CRM to one click (Click-to-Call);
• a system lifts a card of the client existing in CRM on the entering number — users obtain the complete information about calling directly in the CRM interface;
• if number is not known, a system automatically starts process on creation of a card of the new client;
• in a system complete history of a call remains: the entering / outgoing call, date and a conversation time, the link to an audio recording.

MAXIMUM had an opportunity to automatically fix information on calls and to manage effectively its processing. Process automation allowed to reduce routine transactions at service of the entering and outgoing calls and to unload call center specialists from excess actions.

"We integrated philosophy of CRM into our business processes long ago, and the implemented connector WaveAccess became the last missing element in this structure. The implemented project helps our call center to cope even more effectively with the growing flow of requests without damage to quality of communications. From the moment of inclusion of the solution WaveAccess we observe significant growth of level of customer satisfaction and positive dynamics in conversion of requests from our website". Tigran Baseyan, CPO of MAXIMUM company