Unistroy Management Company (Mango Office Virtual PBX VATS)

2024: Move to Mango Office Cloud Telephony

On October 15, 2024, Mango Office announced the introduction of an ecosystem of its products for a federal developer in Kazan, Unistroy.

source = Unistroy

According to the company, before switching to MANGO OFFICE, Unistroy worked at its own "iron" PBX. The equipment broke down regularly. It was impossible to get through to the company. Communication disappeared for at least half an hour. And sometimes - for the whole day. Unistroy entered into an agreement with a local telecom operator in each region of its presence. As a result, the company began working with a number of people. providers telephony This created chaos for employees - confusion led to problems paying bills and voice blackouts, which is unacceptable in the market. development Because the first contact with the client is the most important. There are almost no spontaneous deals in this market. The manager must establish a connection with a potential buyer of an apartment or house.

The unstable operation of telephony was reflected in the rapid processing of leads. It became obvious to the management of Unistroy - with this problem the company is losing profit. The company's management considered two scenarios for solving the problem. The first is to strengthen the staff of the IT department and buy replacement equipment. Unistroy refused this option for financial reasons. The second is the transfer of employees to a single virtual PBX. This scenario won.

The company compared all major players in the cloud telephony market. The proposal from MANGO OFFICE won in a set of parameters: it scales easily, integrates with CRM and fits the budget.

We got a ready-made and convenient turnkey solution. We easily add and remove entire offices. We pay only for the functions that are needed. told Rais Gilmutdinov, leading project manager of Unistroy

Work Planning:

• analysis of the current telephony organization scheme
• collecting wishes from the sales department
• analysis and development of the implementation concept
• technical implementation of the project (VATS setting, number connection)
• Sales Manager Training

Implementation Team:

• From Unistroy - 7 people:
  • Head of IT Department
  • system administrator
  • technical support group of 5 people

• On the MANGO OFFICE side:
  • Account Manager
  • Connectivity and Support Technicians

The developer's sales system consists of 135 people. All of them use MANGO OFFICE telephony in their work. Kazan has four sales offices and a central call center. They have 96 and 6 managers, respectively. In St. Petersburg, Yekaterinburg, Perm, Ufa and Togliatti there is one sales office each. Soon another city of presence will be added - Makhachkala.

Below we consider the work of telephony using the example of a sales office in Yekaterinburg.

source = Unistroy

The client is included in the IVR menu of two items:

• Advice on buying a property
• Consultations on a housing savings cooperative (a special alternative to Unistroy on mortgages)

In the first case, the phone is removed by any sales manager from the office in Yekaterinburg. In the second, the call goes to the office in Kazan. If the client has not selected any of the items in the IVR menu, he gets to the call center in Kazan. Its employees are figuring out where to redirect the call. Each employee is motivated to start communication with a potential client before his colleagues. The KPI system takes into account the processed calls. And the main KPI is the number of scheduled meetings. The Unistroy sales system is built on the integration of the MANGO OFFICE Contact Center with amoCRM. The manager receives an incoming call and the client card instantly opens on the screen of his monitor. The office in Yekaterinburg works from Monday to Saturday, Sunday is a day off. During busy periods, calls are forwarded to the Kazan call center. After hours and in case of emergency - to a third-party call center on an outsource. The transition to MANGO OFFICE did not affect Unistroy's business processes.

source = Unistroy

When entering other regions, the company will buy telephone capacities from MANGO OFFICE. But old sales offices use the numbers of other telecom providers. They have long been used in advertising - it is unprofitable to change them. Employees of new offices call customers using the corporate messenger Mango Talker and a headset. In "old" offices, managers communicate on regular IP phones.

At the beginning of the implementation, it was difficult and unusual for employees to call through digital products. The handsets were more familiar. It took two months to adapt.

Results:

• increase in conversion from leads to purchase for 30% (Unistroy experience shows if you call back a missed call in the first 30 minutes, the conversion may be higher for 30%)
• absence of failures in communication with clients
• round-the-clock telephony operation
• 100 percent processing of all incoming calls
• NPS hold (consumer loyalty index) at least 75%