The LekMos pharmacy reference network has automated call processing using the Telfin and Megaplan services

2025: Communication Network Management Automation

Provider complex communication services Telfin"" automated communication management. LekMos network A multi-channel telephone system was implemented communication to communicate with customers throughout the territory RUSSIAN FEDERATION and its integration with CRM the ""system. Megaplan As a result, the level of personalization in customer service has increased, the number of missed calls has decreased, the flow of repeated calls has increased by 20%. Telfin announced this on April 8, 2025.

LekMos is a reference pharmacy that offers users to search for drugs and compare prices for them, book drugs through the site, delivery services, advice from pharmacists, etc. As of April 2025, the organization has a wide network of partner pharmacies in 100 + cities of Russia, and the number of pharmacies on the site is approaching 5 thousand.

Now customers can call the unified LekMos help network for free from any city in Russia to the number in the federal code 8800. Thanks to multi-channel communication, the line is always free and you can call the operator the first time to get advice on the availability of drugs, order the drug and arrange its delivery in Moscow or to another region of the Russian Federation.

On the basis of Telfin services, it was possible to establish communications with partner pharmacies both at the stage of discussing the conditions for connecting to the LekMos system and to resolve current work issues. Integration of the virtual PBX "Telfin. Office" with the CRM-system "Megaplan" helps to automatically record information by partners, keep a history of cooperation and orders.

For us, the Telfin communication platform has become an important tool for monitoring the work of operators. It became possible to study the reports for each employee, find out how quickly specialists answer calls, whether they call customers back. We can study the recordings of conversations and, if necessary, adjust scripts, communication style, and analyze controversial situations. We also developed a system for rewarding operators based on the number of calls received, which motivates them to work out each call, - comments Olga Bodnya, head of the LekMos project.

Telfin communication solutions also allow LekMos to manage call routing, process calls around the clock using an answering machine during non-working hours, ensure that applications are received by several operators and not lose customer calls, as was the case with conventional mobile communications. Integration with the CRM system helps you track orders, maintain a database of customers and partners, as well as set tasks for operators and conduct projects with pharmacy chains.