Gazprombank has increased the speed and quality of service when switching from Confluence to Naumen KMS

2024: Move from Confluence to Naumen KMS

Gazprombank increased the average processing speed of individuals (AHT) by 18 seconds and the quality of consultations by 3.7 points. These results were achieved by migrating the knowledge base contact center bank to the Russian the knowledge management system. Naumen KMS This was Naumen announced on March 18, 2024.

A contact center for servicing individuals of Gazprombank was transferred to the Naumen KMS knowledge base. In total, more than 2,000 articles migrated to the platform, which use 600 contact center operators to support customers.

Searching information the Naumen KMS knowledge base works similarly to searching in - Internet taking into account typos, word forms, incorrect layout keyboards and synonyms. Operators no longer need to configure filters or remember the structure of folders - a widget with a search window integrated to the operator's workplace. This allows you to receive information quickly and without switching between windows.

Thanks to Naumen KMS, contact center operators have made it easier to navigate the characteristics of the same type of products, such as loans and deposits. By using more than 200 templates, content managers can organize information and bring it to a single presentation standard. In case of additional questions, a glossary works, which, when hovering the mouse, immediately defines the term in any article without increasing its volume.

To improve the quality of service and customer satisfaction, the project has implemented step-by-step dynamic scripts that help the operator follow the script and rules of the dialogue accurately, reducing the risk of errors and violations of support standards. The knowledge base helps speed up the adaptation of new employees - the familiarity with the products and services of the bank takes place using its articles and interface.

Thanks to the quick and convenient search for information in the Naumen KMS knowledge base, we managed to increase the average processing speed of calls in the voice channel and chat more significantly than expected - by 18 seconds instead of the planned 12. In addition, we noted an increase in customer satisfaction (CSI) by 0.03, - said Olga Busygina, Director of the Development Department of the Gazprombank Contact Center.

Deep expertise in phased migration with Confluence and knowledge management processes in the banking sector allows us to achieve the goal of improving the customer experience and experience of our customers' employee in the framework of import substitution projects, "said Sergei Popov, Director of the Department of Contact Centers and Robotic Systems Naumen.

The project was implemented within one year. In the future, it is planned to transfer another 5,000 users to Naumen KMS - employees of the retail chain, telemarketing and claims department.