Beeline will analyze experience of clients using the SAP solution Qualtrics Customer Experience

2020: Start of the project on SAP implementation of Qualtrics Customer Experience (CX)

The Beeline company announced start of the project on implementation of the platform for the analysis of the user experience of SAP Qualtrics Customer Experience (CX). On April 29, 2020 the SAP CIS company reported about it.

In 2019 the Beeline company made the decision to pass to the omnichannel platform for studying of experience, impressions and a feedback of SAP Qualtrics Customer Experience (CX). Feature of a system is an opportunity to independently develop and customize a system under the changing customer needs according to the principle of "Do It Yourself" (make) which is the cornerstone of the platform.

During the project all lines of business will receive a single platform using which they will be able to interact with the clients. A system will be integrated into the existing IT landscape of the company. Beeline will be able to integrate collected data on client experience with operational data from the information systems, to reveal dependences and quickly to make changes to business processes. Feature of the platform is its flexibility and also existence clear to the business user and simple tools in application. In addition, the operator will be able independently to develop and customize a system under requirements of business without involvement of developers and additional costs.

Based on SAP Qualtrics CX Beeline will collect a feedback from clients in 16 points of contact in two directions: polls based on customer service (call centers, visits to office, connection of rates and dr) and also cold polls for identification of satisfaction of subscribers in general (quality of a voice communication, the mobile Internet, rates and dr). Project tasks also include development of the digital-channel – polls of subscribers in mobile application and a personal account on the website. All this will allow to reveal insights for increase in the net promoter score (NPS).

After each interaction of the client with the company where it would not happen, the subscriber receives a relevant set of polls. In a case poll consisting of three consecutive questions comes with the appeal to the center of support to the client within 15 minutes after the conversation: whether the problem was solved, the employee was how professional whether the client is ready to recommend the company. In a case with service in sales office questions are connected with quality of the provided service and work of managers. In case of a negative response on any of stages of a client way a system sends a feedback to company management and to the division responsible for a product and service. After that the representative Beeline contacts the client, specifies the reasons and helps to solve the arisen problem.

Based on SAP Qualtrics CX Beeline will conduct monitoring and a research of client experience at all stages of interaction of the client with the company. It will allow the operator to react quickly to customer needs and to create the best user experience.

"The implementation project of SAP Qualtrics Customer Experience (CX) is executed within the client development strategy Beeline till 2021. We long studied possibilities of IT solution before to make the decision on transition from the previous system. The fact that Qualtrics has own methodological institute which is engaged in development and adaptation of polls is very important for us. In the course of collecting of a feedback it is necessary to seize the correct moment, to come to the client via the relevant communication channel and to provide it a correct set of polls which results will help us to become better for our subscribers. We will also use results and analytical calculations on the basis of a feedback on all key platforms of decision making", Irina Lebedeva, the vice president for client experience noted Beeline

"According to the researches McKinsey, work with client experience allows the companies to increase profit by 5-10% and for 15-25% to reduce costs. For this purpose we presented to the Russian market the SAP solution Qualtrics CX – an IT product which helps to measure loyalty and to receive the sufficient volume of data in order that to increase it. We hope that the first Russian SAP Qualtrics CX in Beeline will meet all expectations of the company and will become the reliable tool for achievement of effective objectives", 'Andrey Goryaynov, the deputy CEO of SAP CIS noted'