Telfin services helped Diesel Company increase customer flow by 15%

2022: Update the communication network based on additional services "Telfin"

May 11, 2022 Russian telecom-provider Telfin"" announced that it continued to update the communication network Diesel Company of "," a Russian manufacturer of diesel generator plants. Within the framework digital transformation of "Diesel Company," additional services were connected - Virtual telephone exchange "Telfin. Office" "Assessment of the quality of telephone service" and "Control of missed" to increase the level of service and automatic ringing of outstanding customer calls.

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Diesel Company has been using IP telephony for communication with customers for 10 years. The corporate telephone network is built on the basis of the Telfin Office exchange with the connection of virtual numbers in Yaroslavl and Moscow, where the head offices of the enterprise are located. With the growth of production and the expansion of the partner network, telecom infrastructure continues to develop due to federal numbers and FMC service. At the beginning of May 2022, about 200 employees were connected to the corporate telephone network.

"An additional service in the quality control system was the solution to automate the processing of missed calls. Thanks to a quick response to outstanding calls, we managed to reduce the number of missed calls by 100% only in the first quarter of 2022. Working with such calls has become more personalized due to the configuration of various auto-call schemes depending on the region from which the call came. As a result, the efficiency of the support service increased and the number of repeated calls to the company increased by 15%, "- commented by Alexander Kozlov, head of the IT service of the Diesel Company.

In addition to working with the quality of customer service, Diesel began to use the "Evaluation of Conversations" module, which allows you to record the analytical cut and keep a record of the degree of customer satisfaction based on the results of telephone consultations. The company has the opportunity to monitor the communications of employees of all departments, to see the dynamics of their indicators in different time periods. This service helps to identify the most effective and competent specialists, identify customer dissatisfaction and quickly respond to them.

"In manufacturing companies, the transaction cycle can take quite a long time, so organizations make a lot of efforts to make the client happy not only with goods, but also with the level of service. Case analytics is one of the key business tasks in this segment. Many Telfin customers in the field of production record absolutely all phone calls with their subsequent decryption and study. Of course, it takes a lot of time, so call control automation services are priority, "- says Ivan Pavlov, head of Telfin projects.

Diesel also connected and uses 450 GB storage for recording calls - this is more than 4.5 million minutes of conversations. To handle this volume of calls, the organization is considering using voice bots with voice analytics. With this solution, you can significantly reduce the burden on employees and improve the quality of service for customers with minimal time and financial investments.