Rosa Khutor Ski Eco-Resort (Mango Office Virtual PBX VATS)

2023: Implementation of the PBX from Mango Office

In 2022, the Rosa Khutor resort diagnosed the fragmentation of its telephony systems. Different providers were used in different lines of business. Mango Office announced this in September 2024.

To improve the efficiency of business processes, the company's management decided to choose and integrate a new single IP telephony provider into the resort infrastructure. And connect it to the CRM system.

The project included:

• Choosing a new IP telephony provider
• Introducing its products into the resort's IT infrastructure
• Integrating IP Telephony with CRM Bitrix24
• Creation of a single working window for working with all communications between employees and guests of Rosa Khutor

The company compared the solution from MANGO OFFICE to the services of Megafon, UIS and other operators.

Progress

• November-December 2022 - collection of business requirements and formation of SOW
• January 2023 - Implementation of MANGO OFFICE products

Шаблон:Quote 'author = said Ilya Ilyushin, interface developer, Rosa Khutor resort.

When calling Rosa Khutor's phone number, the client will meet the resort's voice menu. The system will invite the visitor to choose one of three directions of his request. If the client is mistaken, the operator will redirect him to the right specialist.

During an incoming call, Bitrix24 automatically downloads the call card to the attendant monitor. It displays all customer contact details.

MANGO OFFICE also sends all standard metrics to CRM: the date of the call, the time it starts and ends, the length of time the client waits on the line, the length of the conversation.

The transition to new telephony occurred at the time of peak loading of the resort - at the height of the ski season. For the guests of Rosa Khutor, everything went unnoticed.