Dobroflot has implemented a Virtual PBX and contact center from Mango Office

2023: Virtual PBX Implementation

On April 17, 2024, MANGO OFFICE announced the implementation of a project to implement a virtual PBX and a contact center at Dobroflot.

In preparation for the implementation of MANGO OFFICE, the following issues were identified:

• lack of control over the processing of missed calls
• lack of digital tools for call analysis
• low efficiency in processing product reviews

Шаблон:Quote 'author = said Ilya Bogdanov, MANGO OFFICE Customer Development Specialist.

The company conducted a study of telephony software with real-world testing.

According to MANGO OFFICE, top managers of Dobroflot considered decisions from Avanta Telecom and the Big Three - Beeline, MegaFon and MTS. As a result, the company chose MANGO OFFICE. According to the client, the reason was the flexibility of the settings, while the implementation of the software required minimal effort from the system administrator.

Implementation steps

• December 2022 - introduction of virtual PBX and Contact Center
• February 2023 - connecting a voice robot to receive incoming calls
• May 2023 - Integration with WhatsApp Business API
• October 2023 - Creating a single window to receive calls

Teams and Workgroups:

• On the MANGO OFFICE side - one specialist
• On the part of Dobroflot Group of Companies - three: head of the unified call center, IT engineer and system administrator

Mango Office

The contact center from MANGO OFFICE allows you to track missed calls in real time. And the Wallboard Motivation Board module helps managers make effective management decisions and control the real workload of employees. Wallboard also motivates the first line of operators. The screen with key figures is located when entering the office. Specialists pass nearby and see sagging indicators. The Zyfras from the online whiteboard form the first-line dispatcher's KPI at the end of the month. Based on their results, the employee bonus percentage is determined.

The company connected Voice Analytics from MANGO OFFICE. She analyzes telephone dialogues. And artificial intelligence translates voice communication into text and helps identify the causes of conflicts.

Dobroflot pays special attention to the quality of its products. Therefore, top managers decided to digitize the process of receiving feedback on quality. For this purpose, a voice robot from MANGO OFFICE was used. He asks the client a number of key questions when receiving calls. And also sends a message to WhatsApp asking them to send photos of the products. This allows you to quickly and efficiently process requests and improve the quality of goods.

HR managers of the company actively use mailings to invite candidates for seasonal work. Previously, the company used SMS mailings from the MTS-Marketer service. The problem was that he did not allow the feedback to be tracked and the conversion to be calculated. Specialists process the first communication with a candidate in a single window. This increases the chances of closing the vacancy. HR also uses this tool to alert staff to corporate events.

The company's HR managers are constantly looking for candidates. Including from abroad. To save money on calls to other countries, they connected the Virtual PBX from MANGO OFFICE. For example, calls to Bangladesh are cheaper than other major operators.

The main problems were not with software, but with the industry. The company uses about 50 different numbers from different telecom operators. For example, the phone number indicated on canned food is provided by beeline, and office numbers by Rostelecom. The Dobroflot itself rerouted each number to the Contact Center from MANGO OFFICE using SIP trunks. Traditionally, this is not an easy process. It is associated with a large number of stages and bureaucratic difficulties. This is typical for the entire telecom industry as a whole.

Dobroflot Group of Companies:

• updated the voice and text communication system with employees, partners and customers
• digitized all incoming, outgoing calls and text messages
• implemented AI-based digital analytics tools
• has set up a robot to receive calls for product quality

The next stage of work is the transition to a single number 8 800 for all external communications. The goal of the project is to avoid using a large number of other operators. They cannot be integrated into a common call processing system. As of April 2024, a new number has already been purchased. Work is underway to change contact information on products. As well as on aggregator sites such as Yandex.Maps and 2GIS. MANGO OFFICE will organize the transition and administer the project.

Шаблон:Quote 'author = said Vyacheslav Matsykh, Head of the Unified Contact Center, Dobroflot Group of Companies.