MTS improved business customer service due to AI and low-code platform

2024: Implementation of ELMA365

MTS, digital ecosystem, August 8, 2024 announced the introduction IT infrastructure the Russian low-code of corporate management systems (business processes BPM systems). The ELMA365 company has created a single digital space for managing the processes of selling ecosystem B2B products and interacting with customers, which will halve the time for connecting customers to MTS services, as well as 10 times increase the speed of feedback.

The solution of the Russian developer ELMA is implemented in the B2B-block of the company, combining several dozen products, including cloud services, video surveillance, communication and Internet for entrepreneurs, automated communication services with customers, geoservices based on Big Data and IoT. The first to test the system were telemarketing employees, who were able to reduce the time for feedback and consideration of customer requests by 10 times from 55 to 5 minutes, as well as for 25% - the time spent working in IT systems to establish a transaction. As a result, conversion (CR) increased by 10 pp.

Before the introduction of the ELMA365, sales management of these and other B2B products was carried out in 10 different IT systems, including foreign ones. By the end of 2025, the ready-made functionality of the Russian low-code CRM-ß¿ßÔѼ٠will allow almost 1600 users within the company to automate more than 350 processes and make flexible changes without the participation of developers.

For 20 areas involved in customer service, a single business service sales management platform has been created. The platform allowed managing the entire cycle of sales and marketing CVM campaigns - using voice robots, calculating business cases for any products, as well as targeted product offers and tariffs without the direct participation of the manager. In addition, it is possible to obtain phased analytics and smart routing of contracts - automatic determination of the interaction matrix within the corporate structure based on the connection channel, marketing category of the contract and other parameters.

To quickly and efficiently work with documents, the IT landscape has its own AI solution SmartDocs. AI analyzes documents, fills out cards, extracts data, extracts essence from a large amount of information, prepares reports.

MTS has optimized business processes and simplified the work of employees of the business area using the low-code BPM ELMA365 platform, thereby increasing the level of service for B2B clients who chose MTS ecosystem services. As a result of the pilot, the level of business customer satisfaction (CSAT) by 5 percentage points, and the waiting time for connecting services decreased from 10 to 5 days. During this and next year, we plan to gradually connect sales to the service in all sales channels and automate work with clients who have connected several ecosystem services at once, "said Polina Kuzmina, director of the business market client service center.

The ELMA365 ecosystem provides tools to enable large companies to manage internal processes with increased efficiency. This directly affects the improvement of the quality of service to end customers. Each implementation project gives us, as developers, a unique knowledge of the needs of the business and the details of the use of our product. We appreciate the opportunity to participate in such projects and see a reflection of their success in the specific indicators of the business metrics of our clients, "added Vitaly Ponamarev, Vice President of ELMA.