NORBIT automated service contact center "Electrolux Rus"

2020: Completion of automation of service contact center

The NORBIT company (enters into group of CHEEKS) announced on September 22, 2020 project completion of automation of service contact center in "Electrolux Rus". The basis of a system was formed by the Bitriks24 platform. Processing of a flow of the addresses arriving through contact center, work with e-mail and social networks was optimized.

CRM system help to manage key business processes: consultations of clients, sales of goods and services and also holding marketing campaigns. Also automation of processing of addresses of consumers includes scoring of efficiency of department of processing of claims.

The solution collects data of relevant and potential clients in uniform master base which, including, is used for marketing efforts. In a system tools for work with claims and tracking of SLA (level of service) on them are configured.

CRM on "Bitriks24" acts as a key link between other services of the company: e-mail, telephony of Gravitel contact center, social networks (Instagram, Facebook, VK) and systems which are responsible for service repair and carrying out marketing efforts.

Implementation of "Bitriks24" helped us to regulate quickly customer service, as was a key task of all project. Automation allowed to minimize errors and also to guarantee processing of all requests at the scheduled time and up to standard.

Systems capabilities of "Bitriks24" provide rapid implementation and flexible configuration of processes with smaller costs. Project implementation allowed to review and optimize business processes of the customer. It is sure, the created CRM will help to create individual approach to each client "Electrolux Rus".

2019: Development of the CRM system for service contact center

On December 25, 2019 the NORBIT company (enters into group of CHEEKS) reported that it develops the CRM system for service contact center in "Electrolux Rus". The basis of a system was formed by the Bitriks24 platform. This solution allows to process a flow of the addresses arriving through contact center, e-mail and social networks.

Tools of the CRM system help to manage key business processes: consultations of clients, sales of goods and services and also holding marketing campaigns. The solution collects data of relevant and potential clients in uniform master base which, including, is used for marketing efforts. In a system tools for work with claims and tracking of SLA (level of service) on them are configured.

CRM on "Bitriks24" acts as a key link between other services of the company: telephony for contact center, the social networks and systems which are responsible for service repair and carrying out marketing efforts.

We expect from the project to receive not only the convenient tool for the staff of contact center and to reduce labor costs by processing of the entering addresses, but also to receive a treasured "gold card of the client" which will allow us to service effectively customer appeals as Electrolux aims to provide the best client experience at all stages of a consumer way – from search of home appliances before problem solving at an ownership stage. In our plans consolidation of several divisions within a single system, told Ekaterina Akimenko, the director of the department of customer service and consumer support "Electrolux Rus"

'Electrolux Rus' we offered "Bitriks24" as the platform has necessary tools for the organization of processes of customer service and additional functionality for building of internal interaction. It is sure, our customer will be convinced of efficiency of the selected solution and will receive desirable result from this project, noted Anton Chekhonin, the CEO of NORBIT