Mosenergosbyt began to serve customers faster with the help of Naumen KMS

2022: Naumen KMS Implementation

Mosenergosbyt"" implemented in its contact center solution for. knowledge management Naumen Knowledge Management System (Naumen KMS) The implemented knowledge base makes it easier for operators to access information about information the organization and services, which helps speed up customer consultations. This was announced on November 2, 2022 by the company. Naumen

Based on Naumen KMS, the company has created a single source of knowledge. It contains all information about the company's products and services. More than 900 operators use this information to process client calls. The knowledge base helps them find answers to customer questions faster. Three months after the transfer of employees to Naumen KMS, the average time to dialogue with the client decreased by 8%.

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Naumen specialists helped Mosenergosbyt build an effective knowledge management process: during the project, a dedicated team developed a knowledge base structure, templates for articles, a role-playing access model, checklists and recommendations, and helped adapt and transfer content.

The knowledge base makes the work of the Mosenergosbyt contact center more efficient: employees are confident in the accuracy and relevance of the consultations provided, and also have quick access to the necessary information - 83% of operators find the answer to the question at most on the second attempt. As a result, customers receive high-quality service, - said Alexey Zobnin, head of Naumen KMS&LMS.

The next stage of the joint project of Naumen and Mosenergosbyt will be the connection of employees to the Naumen LMS training management system to control the knowledge of operators.