OBIT transformed the client service of STD Petrovich

2025: Customer Service Transformation

OBIT implemented a project to digitally transform the client service for the Petrovich construction house (STD), the basis of which was the Naumen Contact Center platform. OBIT announced this on November 6, 2025.

To adapt the solution to internal processes, additional integration solutions have been developed with the aim of automating the processing of multi-channel cases, obtaining end-to-end analytics through all communication channels and business lines of the company, integration with CRM and other systems. Within the framework of the project, OBIT specialists have implemented a whole range of solutions. The contact center was integrated with the company's website, CRM systems Bitrix24 and Simple One, the company's own development called "Picasso" for creating orders, as well as other systems, which provided a centralized and end-to-end accounting of all interactions with customers.

To form end-to-end analytics, OBIT specialists have modernized dashboards, which show key indicators in real time, which made it possible to more effectively analyze and manage case flows and minimize downtime while waiting for customers. A number of automated features have also been developed to increase the speed of processing calls in chats and telephony. In particular, automatic monitoring of the time since the last client message is implemented, and the system of automatic forwarding of calls from the first support line to the following levels is configured, depending on the context of the case.

As a result of the introduction of the Naumen Erudite Voiceout voice bot for customer surveys, Petrovich STD managed to achieve an increase in the efficiency of the customer service measurement process. The conversion (share of responses) before the project was at the level of about 20%. After the transition to the Naumen solution and the refinements of the project, the conversion to passing the survey increased to 40%. At the same time, the contact center team continues to work systematically to improve the quality of service - including through training employees and improving the client path.

We aimed to create a solution that not only automates, but also qualitatively improves communication with the client at all stages of interaction. This project is a vivid example of how digital technologies transform the service and make it as efficient and client-oriented as possible, "said Mikhail Telegin, Deputy General Director for Strategic Projects of OBIT.

The contact center of STD "Petrovich," working on Naumen products, makes a significant contribution to the generation of sales and revenue of the company, and high-quality service and seamless customer experience largely determine the loyalty of the client, his return to the company for new purchases, - said Sergei Popov, director of the department of contact centers and robotic systems Naumen.