MKS Management Completes Virtual PBX and Contact Center Implementation Project

2024: Introduction of "Virtual PBX" and contact center

On April 22, 2024, MANGO OFFICE announced the introduction of MANGO OFFICE ecosystem products into MKS Management: restaurants of the Khacho and Puri and Phali-Khinkali brands.

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According to the company, until 2022, MKS Management used separate call centers for each restaurant brand. And the provider of services for communication with customers was Megafon. The problem was that the technical capabilities of the software did not allow combining two call centers in one IT solution. Another problem was that call centers did not completely "close" all business tasks. They performed only one function - accepting delivery orders. Booking tables, organizing banquets and other consultations were handled by all other restaurant employees. This business model created chaos. And it required optimization. Restaurants with high traffic lost up to 55% of calls. Top managers decided to create a single call center - this meant a transition to updated software. And the evolution of the "operating system."

The decisions of the Big Three telecom operators disappeared immediately. They prevented employees from working in one window. And managers - to receive detailed statistics. Only the number of calls received and missed. Restaurateurs almost agreed with another IP telephony provider when one of the top managers received an offer from MANGO OFFICE by mail. MKS Management accepted it.

The reason for the choice is a personal attitude to the problems of the company. She immediately received a personal account manager from MANGO OFFICE and guarantees of help in customizing products.

Work Planning:

• September - October 2023 - launch of a single call center "Khacho and Puri" and "Phali-Khinkali" in IP telephony format in St. Petersburg
• November - December 2023 - connecting to the call center of restaurants from other regions
• January 2024 - integration of Mango Dialogues service with CMS restaurant sites
• September 2023 - January 2024 - connecting the Voice Analytics service and the Wallboard module

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Teams and Workgroups:

• From MKS Management - 7 people:
  • Project Manager, Director of Delivery and Banquet Service David Ter-Galustov
  • IT Director
  • Chief Development Architect
  • site developer
  • Head of Call Center
  • Three Senior Call Center Department Managers

• From MANGO OFFICE - 4 people:
  • Implementation Manager, Account Manager Alexandra Smirnova
  • Connectivity and Support Technicians

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The unified call center consists of 3 departments. All employees work through the MANGO OFFICE Contact Center:

• Delivery and Pickup Department (1 Senior Manager and 7 Operators)
• table booking department (2 senior managers and 20 operators) + remote booking department (10 people)
• banquet organization department (1 senior manager and 3 operators)

The client can call each department - during a call, he needs to press the number from 1 to 3.

Reservation of tables:

• The first scenario - when talking with a client, the operator books a table in CRM ReMarked.
• The second scenario - the visitor himself books a table through the form on the restaurant website.

Delivery Processing:

• First option. When ordering delivery by phone, the operator fills out the form on the restaurant's website. It is integrated with the iiko catering automation system.
• Second option. When ordering through a dialog box on the site, operators respond to the customer using the Mango Dialogs service. The functionality of this tool allows you to correspond with customers in the site chat, through e-mail, in, in WhatsApp, Telegram in. Vkontakte

But while the company uses Mango Dialogues not 100% - chats in instant messengers and social networks are disabled. The specificity of the restaurant business is that too many chats create errors in communications.

Guests use chat on the site not only for bookings and reservations. About 90% of customer requests are consultation questions. The distribution of requests is as follows. If the topic concerns the order, the operator from the delivery and pickup department answers. Any employee answers general topics.

Company executives have installed MANGO OFFICE's Wallboard module. It monitors and visualizes client service parameters.

Quantitative indicators:

• speed of tube lifting - no longer than 6 seconds
• conversation duration - not longer than 90 seconds
• number of missed, received calls and calls - personally for each employee

Qualitative indicators:

• rating from the guest based on the results of the conversation - at least 4.5 out of 5 points
• mandatory upsell during dialogue - tracked by the Voice Analytics service

Speech analytics also helps identify parasite words in dialogues. The head of the call center draws the employee's attention to their frequent use.

MKS Management has created an additional customer tagging system in a single call center. If the visitor after the IVR menu got into the desired department, he is marked with the "target" tag. Operators tag manually. This helps in collecting statistics. For example, to calculate target calls during load planning.

Call center operators resisted the technology - they were more familiar with calling using a cell phone. Over time, the problem disappeared by itself.

There is a detailed course for each area of ​ ​ the call center. It is divided into blocks. Replacing cellular communications with IP telephony turned into problems with technology. Not all restaurants were equipped with fast Wi-Fi. The company had to install other routers and change several Internet providers.

MKS Management notes: in their case, switching to IP telephony would be impossible without investing in hardware. As a result, the costs were justified - the cost of calls became lower.

MANGO OFFICE - software with a human face. The provider immediately allocated us a personal manager - we could contact him on any questions. Another feature is that we are always offered many options for customizing products. As a result, our business processes are as digitized as possible. We can hypothesize in many ways. And also immediately apply them in practice. In both automated and organizational format. We are building a lot of plans for future projects. We have already begun to integrate chatbots and robots with our CMS and CRM. Additionally, we look in the direction of AI - we are interested in its use in voice communications with clients. told David Ter-Galustov, director of delivery and banquet service of MKS Management (federal brands of restaurants "Khacho and Puri" and "Phali-Khinkali")

Key Project Indicators:

• Since the transition to a single call center, the number of calls received has increased by 300%
• Operator response time was optimized by 20%
• The number of missed calls decreased by 25%
• The number of targeted calls in three areas of the call center exceeded 85%
• Customer satisfaction rate (NPS index) up 9%