Taxcom implements the CRM system for quality improvement of customer service during peak load periods

Soft Master starts creation of the CRM system based on software of the Microsoft Dynamics series for Taxcom company which is the specialized telecom operator providing services of electronic delivery of tax statements.

In a project deliverable divisions on signing of the contracts, on work with agents, clients, management of technical support, division of marketing will be automated. The number of simultaneous users will be 80 people. As for the agency portal, in the long term the number of users will be 500 people.

The company totals over 50 thousand clients in Moscow and the Moscow region and more than 10 thousand clients – in regions. The agency network of the company consists of more than 100 companies which are engaged in attraction and a customer support. During the peak period of delivery of tax statements the quantity of customer appeals in technical support service reaches 10 thousand a day

At the moment in the company for the purposes of automation of internal processes four software products which are poorly integrated with each other are used. A part of customer information and interactions with them is stored in separate Excel files.

The CRM system integrated with call center should provide company performance in the period of peak loads and release time which was spent for synchronization of data between the different systems earlier.

The project on implementation will be separated into three parts. During implementation of the first part of the project the CRM system will be implemented, integration with call-cent is made. The company performance will be organized to three lines, first of which no more than three minutes, and further, in case of difficulties will accept and process all calls, to transfer to higher level of the line. A part of calls will be sent to the peak period of delivery of tax statements on outsourcing to the call center having the same access level to the database of incidents and the knowledge base as operators of the first line.

Problem of the second part of the project is failure from some existing systems and formation of a linking of the existing financial system with the CRM solution and also implementation of a possibility of customer segmentation by different parameters and obtaining the complete information about specifications of services of clients, tracking of balance on the client, tracking of a stage of passing of tax statements, auto disconnect of clients in case of failure to pay for software, carrying out mass generation of accounting documents.

Main objective of the third part of the project is creation of client and agency web portals that will allow to improve informing and to lower load of division on work with clients and technical support service. The personified access will be provided to each client in personal "office" where it will be able independently to change a set of services, to trace the fact of transfer of the reporting in the tax inspection, to use the knowledge base, to post the appeal to technical support service, independently to print accounts and to request other information.