Petrovich accelerated service by 9.9% after the introduction of Naumen KMS

2024: Naumen KMS Implementation

Construction trading house "Petrovich" 9.9% reduced the average processing time of the appeal contact center in thanks to to Russian the knowledge management solution Naumen KMS and the [voice] of the Naumen Conversational Intelligence-based bot-souffler. The technology knowledge base Naumen has become a single source of knowledge for over 950 employees across multiple departments. Naumen announced this on July 18, 2024.

The contact center of STD Petrovich, which owns more than 20 retail and production areas as of July 2024, uses the knowledge base to support customers of the B2C and B2B segments around the clock, as well as partners throughout the country. To improve the speed and quality of support, the knowledge base was moved from the "electronic notebook" format to the Naumen KMS system, which proved efficient and economically feasible on a large number of projects.

The contact center of STD "Petrovich" receives calls not only by phone and through the site, but also in and messengers social networks by. In e-mail the high season, the number of calls to the contact center can exceed 530 thousand per month. The project made it possible to unify for content all communication channels and speed up the creation and editing of articles thanks to templates, content markup and spoilers. Finding the right one information has become easier and faster with a convenient search similar to the search in. Internet

The activity of operators in collecting feedback has increased - it has become possible to assess the quality of articles and leave comments, and knowledge base administrators - to quickly make changes. A single source of knowledge and a flexible content access model made it possible to reuse knowledge, avoid duplicates and outdated information.

As a result of the project, STD Petrovich reduced the average processing time of contact center by 9.9% (42 seconds). The knowledge base on Naumen KMS has become a single source of knowledge for more than 950 specialists from four contact center departments and two company departments, of which about 80% work remotely. The project made it possible to improve efficiency with the growing volume of information and the number of employees.

One of the factors in the success of migration is the building of processes around the knowledge base with a phased transfer of employees. Attracting opinion leaders in each department, who by their example motivated colleagues to move to a new platform, and training in small groups provided the most comfortable adaptation. As a result, we achieved an even more significant decrease in AHT than planned. About 75% of employees noted the acceleration of work even before official measurements, - said Galina Timofeeva, manager of the training department of STD Petrovich.

It is worth noting that only three specialists are enough to support the knowledge base, which is used by almost a thousand employees. This project has once again shown the effectiveness of knowledge management at Naumen KMS and the use of other products of the Naumen ecosystem - earlier Petrovich introduced a voice bot-prompter based on the Naumen Conversational Intelligence solution, - said Sergei Popov, director of the department of contact centers and robotic systems Naumen.