"Ecological technologies" optimized work with addresses

2020: Completion of implementation "1C: Document Flow CORP"

The IT Service Company group completed system implementation of 1C: Document Flow CORP in Ekotek company. On January 19, 2021 1C Company reported about it. Work of department of processing of appeals of all company is as a result optimized. Automatic registration and transfer of addresses for execution is organized. Control of completion dates of requests is strengthened. Customer appeals are processed 5 times quicker, paper document flow is reduced by 40%.

The call center in the company existed since 2018, but was not automated. At office two administrators who accepted oral and written addresses from clients worked, written were fixed on paper and given to the manager to work. After assignment to the enterprise of the status of the regional operator, the number of clients grew up in thousands of times that in turn, led to significant increase in document flow. Addresses began to arrive at the same time on several channels: personal (during visit of office), written (including from state agencies) and oral (phone calls).

For operational management the company implemented a specialized system which allows regional operators to consider data of partners and agreements, to fix arrangement of garbage containers on the card and to store their photos for assessment of a current status. At the same time work with addresses was not automated, it was necessary to register requests and to monitor their accomplishment manually. It was harder and harder to employees of department of processing of addresses to be guided from what client the call arrived whether the agreement what terms of service, with what address the address is connected is signed with it. About 75% of working time of employees began to leave on processing of incoming requests.

The management of the enterprise decided to reorganize and automate call center which would allow to optimize work with oral addresses, to accelerate their processing and transfer on execution. It was required to create archive of addresses and answers to them, to organize operating control behind accomplishment of tasks, to provide reliable storage of agreements with a possibility of their quick search.

Work with oral customer appeals is systematized and automated:

• Integration of 1C: Document Flow with a virtual IP telephony of call center operators is executed. Addresses are separated into 40 types, for each of which in a system the process template Execution is created. At receipt of a call in a system the incoming document with the filled Phone field is automatically created. A system checks whether there is this phone number in base and sets up the client's Full Name, the address and an agreement number. If there is no number – a system asks to enter data and creates the new contact person in the reference book by clients. The call center agent selects a document type, makes the description of the address and registers it. After registration in a system the address is started in work, completion dates and the controlling persons are specified in a card of the address. If necessary, call center operators can quickly find the necessary address in base, look at customer information and the history of addresses of the client. As a result of the address are started in work quicker, the speed of their processing grew by 5 times. The errors connected with duplication of these clients in the reference book are almost excluded. Besides, the most part of requests of clients is accepted now electronically thanks to what paper document flow was reduced by 40%. The number of the lost addresses is reduced to zero.
• In a system all information on a current status of work with addresses and documents is fixed. A number of reports which allows the Head of Department of processing of addresses to assess quickly a situation for the selected period is implemented and to reveal delays performed by requests of clients. Besides, the head can estimate employee performance of the company of all departments with the current number of addresses: as far as they cope with work volume, which of them delays accomplishment of tasks, and who expedites them. This information is important, including, for the system of motivation which for January, 2021 is developed in the company.

1C system: Document flow helps us to register quickly all arriving addresses. Addresses go to execution in a system that excludes delays in request processing, saves time of the client and allows to solve quickly all arriving requests. And the developed reports help to analyze the reasons of addresses, the speed of their execution and employee performance.

2018: Implementation 1C: Document Flow 8 CORP

The Ekologicheskiye Tekhnologii (Ekotek LLC) limited liability company performs activities for the address with waste of the I-IV hazard classes since December, 2014.

Since 2018 became Ekotek LLC the Regional operator. With respect thereto at the company in tens of times the number of clients increased, and it in turn increased document flow.

As the IT Service Company LLC company almost from the very beginning rendered maintenance services of software products 1C in Ekotek LLC, the task - to improve the client's life was set!

After several meetings and hours-long negotiations together with the customer the decision to automate internal document flow, and also work with clients using the 1C: Document Flow 8 CORP software product was made.

First of all the staff of Ekotek LLC made technical specifications with a complete description of the workflow. The contractor on the basis of available terms of reference simulated examples of the main business processes in 1C. Thus we could automate the following processes:

• Work with oral and written addresses
• Work with Agreements

Configured integration into the MANGO OFFICE Virtual PBX, namely:

• at an incoming call the client name will be automatically determined (the address with indication of the client will open provided that the phone number is already registered in base);
• during a call it is possible to work with agreements and addresses of this client;
• if number is defined as the unknown, it is possible to add the new client at once.

For July, 2020 the Ekotek LLC company processes more than one thousand addresses a day, keeps account of agreements, stores and also all this collects data on partners in the 1C: Document Flow CORP system.