Yota passed to Microsoft Dynamics 365

2019

On May 16, 2019 the GMCS company reported that Yota transferred the system of service to Microsoft Dynamics 365. Processes of CRM are optimized that allows to provide to clients better service and also to continue further development of digital services.

According to the company, key processes of service are postponed for the latest version of the platform: b2c and b2b of sale, product management, marketing and also functionality of work of the virtual operator.

For call center operators of Yota, many of which work far off, the key interface is the Single Window of the Client (SWC). EOK is development of GMCS company based on Microsoft Dynamics. The solution consolidates data service, billing, GIS and the other systems of the operator, is integrated with the IP telephony, the website, chats and other communication channels.

We in Yota use advanced technologies for increase in business indicators and quality of work with clients. For example, recently began to use computer vision for quality evaluation of work of employees in sales points. Transfer of a system of service to this platform is implemented for the purpose of alignment of an IT landscape, risk reduction, but the main thing – we wanted to get access to advantages which Microsoft Dynamics 365 gives. Konstantin Gorelik, Chief information officer of Yota company

GMCS cooperates with Yota for more than 7 years. Initially the system of client service was unrolled based on Microsoft Dynamics CRM 2011 and put into operation at the end of 2012.

Transition to the latest version of the platform is executed in the compressed conditions including connected with the New Year's Eve moratorium on updates (specifics of telecommunication company) – on transition of Yota selected 2 months and few weeks for stabilization of a system. The code which is saved up for several years of development of a system was optimized that is very important for the project in which there was a development from release to release. Aurika Savchuk, director of the department of solutions of interaction management of GMCS company