Closed joint stock company Kantrik (Project of automation of customer service)

The project of automation of customer service at the telecom operator Kantriky.

Project implementation allowed to increase a customer loyalty due to increase in efficiency and quality of processing of the addresses coming to service of service of subscribers.

The project was executed based on the Naumen Service Desk and IP software products call center of Naumen Phone.

Project Objectives

One of the important factors influencing satisfaction of subscribers is the possibility of fast communication with the service of service of subscribers (SSS) in case of malfunctions and quick reaction of service on the address of the client. For quality improvement of service the management Kantrik made the decision to automate processing of requests and to create a uniform contact point of subscribers with service of service. For project implementation the Russian company NAUMEN was selected.

Project Progress

Within the project specialists of NAUMEN performed a complex of works on implementation of systems, including works on setup of jobs and routes of passing of requests of subscribers, integration with a billing system, provided training of call center operators and technical specialists. The additional server allowed to organize the system of "hot sparing" ensuring smooth operation of call center in case of failure of one of system components in the company.

Project Results

Based on the product Naumen Service Desk in SSA the incident management process according to classification of processes of ITIL was automated. At emergence of failure in providing service the client addresses to service by phone. The call center operator registers the request, having specified data on the arisen malfunction at the subscriber. After registration the request is automatically transferred to department of switching or other services of the company, in a system passing routes more than 30 different types of requests are automated.

After the solution of the request the operator contacts the client for confirmation that the problem is fixed. Information on the solved incidents is accumulated in the database, allowing to analyze work of SSA and customer service quality. Besides, the knowledge base created by means of Naumen Service Desk allows in to reduce essential time of processing by operators of standard requests due to use of recommendations about their solution.

During the project in the company the call center on the basis of the product IP call center of Naumen Phone was created. As a result, at the first stage of implementation it was succeeded to reduce the average time of waiting by the subscriber of the reply of operator and to evenly distribute the calls coming to CCA between operators. Integration of the platform of call center with Naumen Service Desk allows call center operators to tie during service a call to a profile of the client which automatic is loaded from a billing system.

At the second stage full integration of Naumen Service Desk with a billing system of the company is carried out. Thanks to it data on subscribers of the company are displayed online, including information on the current balance of the subscriber. Thus, the arriving call automatically is identified by Naumen Phone and the request becomes attached to the client's profile. At registration of a request operators obtain all necessary customer information online. After start in commercial operation call center operators Kantriky process over 20 thousand calls a month, more than 500 requests of subscribers are daily serviced.

Prospects

The plans Kantriky are development of the project, the possibility of maintaining based on Naumen Service Desk of the internal business processes related to clients and also the organization in call center of separate queue of calls for VIP clients is considered. Further it is also going to make integration of Naumen Phone with a billing system of the company for outgoing calls to subscribers from SSA.