Mango Office has implemented a virtual PBX for the "City Resource Supplying Company"

2023: Virtual PBX Implementation

Virtual ATCMango Office is implemented in the "City Resource Supplying Company." Mango Office announced this on June 26, 2024.

GRK LLC provides heat supply, water supply and sanitation services in New Moscow and the Moscow Region.

About once a month at one of the facilities there are interruptions in the supply of heat or water. During short-term emergency or preventive work, up to 100 calls are received from residents.

It is important for the company to process all requests to avoid:

• Consumer discontent
• Complaints to supervisory authorities
• Reducing the company's reputation

Calls are received at the company's office in five cases:

• Raw material suppliers clarify contract details
• Potential consumers want to connect to the company's networks
• Service Users Seek Reference Information
• Private customers dispute cost of services in 'payments'
• Residents of houses report water and heating cuts

During working hours, the call falls into the IVR - voice menu. The robot prompts the client to press a number - from one to four. They correspond to the accounting department and three departments - the technical department, the interconnection department and the sales department. Button "zero" - translates to the dispatcher.

Usually the company receives only a few calls a day. The number of requests grows only in the days after the issuance of "payments" - in connection with questions on accruals and settlements.

The MANGO OFFICE virtual PBX distributes calls to:

• 10 Panasonic radiotelephones - they are assigned to office staff
• 2 mobile phones - they are at the dispatchers

After hours, the voice menu scheme changes. In an emergency, the client is offered to press "one" to communicate with the dispatcher. On other issues - call back during working hours.

The contact center from MANGO OFFICE allows you to record all telephone conversations.