Mango Office has implemented a virtual PBX in AG Experts

2024: Virtual PBX implementation

Mango Office has implemented its virtual PBX at AG Experts. Mango Office announced this on June 26, 2024.

Until 2023, the AG Experts team used only the MANGO OFFICE Virtual PBX in conjunction with CRM. But there was a problem. Operators did not fulfill more than 80% of missed calls. Customers just didn't get called back.

"Our main segment is customers who change glass on insurance. But in connection with the economic situation, we decided that it was time for us to expand: go to B2B and retail. To do this, it was necessary to change scripts, sales plans, divide call center managers into different teams. It's hard to do this manually, "said Olga Syromyatnikova, head of the AG Experts customer care center.

The second problem - it was important for the company to automate confirmation of the arrival of customers in the centers. "Manual" calling took too much time from employees.

Project objectives

• Implement Missed Call Analytics Contact Center and combine all communication channels on the same platform
• Set Voice Analytics to analyze conversations with customers
• Add Voice robot for automatic outgoing calls and confirmation of the arrival of customers at the points of issue
• Increase NPS (Customer Loyalty Index)

AG Experts has automated confirmation of the arrival of customers at the points of issue for the order. As of June 2024, this task is performed by the Voice Robot from MANGO OFFICE.

The online assistant calls up to 80% of buyers every day. The rest are handled by managers.

Previously, call center employees themselves called customers and asked to prepare the necessary package of documents.

Before digitization, employees spent time on routine and called from 30 to 40 people a day.

Now the process is fully automated - this is done by a robot from MANGO OFFICE. It uses unloading from 1C and contacts customers.

Managers need to contact only 5-7 clients - those who did not answer the robot. Or wanted to postpone the visit to another time.

The introduction of MANGO OFFICE products into the federal AG Experts network allowed:

• Resolve Missed Calls
• Automate most processes and free managers from routine
• Run Customer Dialog Analysis
• Combine all communication channels on the same platform
• Improve Quality of Service
• Increase NPS (Customer Loyalty Index)