"CROC" modernized the contact center of the travel service "Tutu"

2022: Upgrading the Travel Service Contact Center with Omnichannel Digital Loop for Customer Communication

On February 2, 2023, the company IT CROC announced the modernization of contact center the service travel Tutu omnicanal using a digital loop for communication with customers. Thanks to this solution, operators began to process customer requests faster and reduced their labor costs.

Prior to the upgrade, Tutu's team used a wide range of technical tools to communicate with customers. User messages were sent to the contact center separately: to mailboxes, instant messengers, chats on the site, via a telephone line and other channels. This lack of process connectivity complicated the work of Tutu specialists and increased the time to respond to requests.

To simplify processing calls, CROC has implemented a omnicanal solution that has with integration all known communication channels and automatically processes a large amount data of incoming through them. Now communication with Tutu users takes place in a single information space: the digital circuit accumulates messages from disparate communication channels, automatically classifies them and distributes them among operators according to the pre-configured rules - depending on competencies, types of calls and other parameters. A contact center specialist can directly from the system answer the client to the mail, messenger or make a call without losing information on previous interactions.

The effectiveness of any contact center determines the speed at which it helps the client. However, when calls arrive in a continuous stream and several thousand a day, the task of quickly processing them becomes more complicated. To solve it for the Tutu contact center, a high-performance system was built, which, thanks to optimization, is stable and allows you to process incoming requests as quickly as possible. So, if the client decides to make changes to the ticket an hour before the departure of the train, the operator will be able to find the desired order among millions of similar ones in a few clicks and make an adjustment, told Dmitry Pereponov, head of the Business Process Automation department of CROC.

According to the company, the modernization of the contact center optimized the workload of employees and increased the efficiency of their work.

Business growth requires improved tools. The chosen solution, which helped to adapt the CROC, became the foundation for the further development of the level of service that is provided to customers. At this stage, a bundle of the customer was received with all his orders, which can be seen in the card. In addition, there is a single classification for appeals of all types of communications and the ability to compare the difference in the topics on which clients in different channels apply. Another feature of this tool is the flexible configuration of call-to-work distribution for certain cases. For example, a company can easily weed out letters that offer cooperation into a separate stream, said the head of the Tutu contact center Alexey Ermakov.

To maintain a high level of work of specialists, the system also developed mechanisms for collecting feedback on responses to appeals, control KPI of employees and a model of their competencies. A single window is configured for supervisors, and a single window is configured for supervisors. analytical dashboards At the beginning of February 2023, the solution processes more than 3,000 communications of various types every day. And since the load on operators is constantly growing, the plans of the CROC and Tutu are to improve the system of mass processing of calls entering calls. As a result, the solution will become a single specialist workplace.