"Sberbank Eapteka has improved its customer experience using the Naumen Contact Center SaaS cloud platform

2023: Moving Customer Support to the Naumen Contact Center SaaS Platform

SBERBANK EAPTEKA has transferred customer support to the Naumen Contact Center SaaS platform. The cloud system replaced the Asterisk-based solution and improved the quality of client service. With its help, 150 contact center operators process incoming calls and make calls about ordering and delivering drugs. Naumen announced this on August 10, 2023.

The operators of the contact center of Sber EAPTEKA using the cloud solution Naumen Contact Center process calls related to the creation, change or cancellation of orders, extension of shelf life, delivery, informing about promotions, the availability of drugs in pharmacies and warehouses. In total, more than 200 thousand incoming calls were received on the platform and over 400 thousand telephone calls were made.

Outbound calls to customers regarding the absence of individual medicines in warehouses are made by specialists of the pharmacy contact center directly from the 1C interface, in which the operator's workplace is built-in. Incoming requests from legal entities and calls about open vacancies are served in separate queues. For the convenience of operators, the Naumen Contact Center platform provides unified access to corporate information systems through Active Directory.

The platform provided us with two-tier quality control. After the conversation is completed, the client is automatically transferred to the questionnaire with a request to assess the quality of service. In addition, our quality managers form samples of calls, listen to calls and also give points. By analyzing and comparing these estimates, we quickly eliminate service shortcomings, "said Aleksandra Troitskaya, director of customer service at SBER EAPTEKA.

According to the DSM Group in 2022 in Russia, the increase in online drug sales amounted to more than 60%. This means that online pharmacies must be prepared for an increase in the load on contact centers. The most reasonable thing in this situation is to use the platform according to the subscription model in order to increase the number of operators if necessary without additional costs for the IT infrastructure. Voice robots and chatbots also help speed up service and reduce customer wait times. As of August 2023, a pilot project for the creation of a voice robot based on Naumen Erudite is already underway at SBER EAPTEKA, - said Sergei Popov, director of the department of contact centers and robotic systems Naumen.