The project of the automated contact center and its integration with a corporate CRM system

In 2011 the OSSystems company created the automated contact center in NPF Norilsk Nickel integrated with a corporate CRM system. The project is implemented on the basis of the solution with the open code Asterisk.

Customer

NPF Norilsk Nickel ― one of the oldest non-state pension funds of Russia, is created in December, 1993. For 17 years the Fund performs activities for provision of pensions and pension insurance of citizens, having license No. 1/2. The fund continues active development in the market of non-state pension provision and mandatory pension insurance, enters ten the largest funds of the country and steadily takes the leading positions on key indicators among the Russian NPFs. The number of clients of Fund for mandatory pension insurance at the moment taking into account the agreements which are under consideration in the Pension Fund of the Russian Federation makes over 900 thousand people. The fund repeatedly got different awards and awards among which Pension Oscar, "Financial elite of Russia".

Tasks

For non-state pension fund as for the financial institution working with individuals, accuracy of the data of clients is critical. Especially if the number of the clients living in different regions of the country constantly increases. Verification of information on new clients which is brought in a corporate CRM system and also answers to questions of deposits and calls to the insured persons belong to duties about 50 call center operators (call center) of Fund. Regular checks by supervisors of activity of contact center reduce the probability of emergence of errors and attempts of fraud at introduction of information.

For optimization of work of operators and updating of data in the CRM system the management of NPF Norilsk Nickel made the decision on the beginning of the project on creation of the automated contact center integrated with the corporate customer base. The automated system which would take away data from CRM was required, dialed to clients and, in case of successful dialing, at once connected to work of the operator ― by an output "the client's cards" on the computer monitor, with information on what needs to be specified. It was important to compare data in CRM with a real situation and to provide uniform loading of operators (to reduce or at all to exclude idle times). Operators should react only to the fact of dialing and not spend time for data sampling from CRM, especially on enrollment and dialing. All actions should be automatic also without errors.

Solution

As the platform for project implementation the solution with the open code Asterisk IP-PBX intended for the organization of effective telephone communication by means of Internet channels was selected. Asterisk met, first of all, such requirements as speed of installation, ample opportunities of integration and low cost of ownership. The OSSystems company ("Open Operating Systems") having successful experience of creation of information systems with the open code became the contractor of the project.

The project consisted of two stages ― developments and testings. During development the required logic of call-down is implemented, the interface is created and correct integration of a system into the available equipment and the software ― telephone exchange of AVAYA S8300 and the CRM module "1C:Enterprise 8" is performed. On the project course inevitably there were additional requirements of the customer which were quickly implemented (for example, the cross-platform ― for display of the interface in different browsers was provided). Users had an opportunity to test dialing process directly of the CRM module at a development stage.

The specifics of the project are that automatic telephone exchange ― this equipment with the set feature set, but not the software with the interface part. The solution with the open code Asterisk allowed not only to integrate completely contact center of the customer from corporate CRM, but also to set "under itself" any rules of call-down, a priority and routing. In a system automatic functions of loading unloading of data from CRM and back were implemented, functions of dialing and queue of calls, the possibility of obtaining analytical reports is configured. The project is executed rapidly ― in only one month. Within three weeks development was complete, testing took one more week.

Result

In a project deliverable NPF Norilsk Nickel received an information system which completely excludes such problem as a possibility of availability of false data in the corporate customer base, allows to optimize work of call center operators and to keep account of their working time. Load of operators is regulated and distributed in peak hours. At the same time the solution can be set up on any quantity of calls depending on loading or experience of the specialist. Actually a downtime of the operator can be reduced to zero: as soon as the operator closes one card, on the screen right there will be another, with contacts of the new client to whom it was succeeded to phone. Thus waiting time of clients is significantly reduced by lines.

The reports implemented in a system allow to analyze efficiency of each operator (a total quantity of calls, the fact of dialing and verification of necessary information) and to learn, what is the time the employee spends for accomplishment of a specific objective. Reports can be received automatically upon completion of the working day. Record of telephone conversations allows to control completely actions of operators and in time to react in case of violations. Function of accounting of temporary zones preserves the clients living in different regions of the country against calls at night or in time off. The information system created by OSSystems gives ample opportunities for the analysis of calls, optimizes loading of operators and considerably increases efficiency of their work.

Alexey Lobachev, Chief information officer of NPF Norilsk Nickel: "The rate on the software product with the open code Asterisk as a basis for project implementation was repaid: the successful solution of an assigned task involved the minimum costs, both financial, and temporary. In OSSystems project deliverable we received the reliable tool for optimization and control of work of operators. Besides, now we can trust with complete confidence to information on investors which is stored in corporate CRM".

Alexey Anisimov, CEO of OSSystems: "The non-state pension fund ― is the new type of financial institution which rather recently became popular in the country. Despite youth, by quantity and importance of daily processed information of NPF it is possible to compare to small bank. For this reason the automated contact center integrated with a corporate CRM system, ― the universal project demanded in any retail financial institution".