Advanced Line (call center of Infinity)

The online store selling Advanced Line cosmetics automated work of the center of booking on the basis of the solution Infinity Call Center, the domestic developer of Weathervane Sale company

For the purpose of unification of work on call acceptance and order processing, the management of online store made the decision as much as possible to automate this process. Priority tasks were a possibility of control of process of work with clients at any stage, to obtain analytical information and to predict sales. The classical solution of an assigned task is implementation of such systems as CRM – for maintaining orders and history of customer appeals, and Call center – for automation of work with telephone calls. Simultaneous implementation of both systems was complicated by limitation of the available resources.

Started the project with implementation of Call center of Infinity. This solution was influenced by existence of the functionality allowing to register the new circulation and maintaining the change history on it. The first stage of implementation of Call center Infinity made basic installation. Operators began to receive calls, the call recording was kept and statistics for the analysis and optimization of work of department gathered. Further the special card of registration of calls, with a certain set of necessary fields was developed. As a result of its implementation all calls and orders of steel it is centralized to be processed. History on their change and sending was traced. The management at any time could see up-to-date information on a status of orders and work of consultants. At a repeated call of the client, his card automatically appeared at the operator. The built-in reference book of codes of the cities defined geographical finding of the subscriber, helping processing of primary addresses.

By result of the carried-out works the following results were achieved:

• The missed calls are minimized
• Calls to consultants were evenly distributed
• The call recording was kept and statistics on work of department accumulated
• Primary automation of order processing is carried out

The tools allowing to obtain in real time required information became available to the management of online store. The most important that need for collecting of separate information on each order disappeared, all information was in uniform storage.

At the moment more than 20 employees are involved in the center of booking. The next stage of automation of work of consultants is implementation of the Customer Relationship Management System and its integration with Call center of Infinity. The management of Advanced Line is satisfied with the course of implementation and the received results.