Increase in level of work with clients induced KRES LLC to start implementation of the portal solution of IBM

The HOST company completed the project on automation of external document flow of KRES LLC company implementing solution of a corporate portal.

Task

The growing number of consumers and continuous improvement of service quality significantly increased load of call center of the organization and costs for processing of the arriving information. Further development plans for KRES are closely connected with creation uniform online of the portal of communications with consumers.

Solution

The project is implemented by forces of the business partner of IBM, HOST company. Interaction between the portal, the accounting systems and the data warehouse was implemented using the integration platform based on IBM WebSphere Message Broker & Message Queue.

"The call center and e-mail could not meet all consumer requirements any more and did not cope with a flow of requests. Improvement of the provided services required process automation and a permanent feedback with consumers. We could consider the best technologies in the market, and now our portal can safely apply for the post in the top ten of similar solutions", – Alexey Yurchenko, the CEO of KRES LLC summed up the first results of implementation. – Visitors got access to all necessary information on the electric power and housing and public utilities. Already now they can independently enter indications of metering devices and ask questions to specialists of KRES through the special section of the portal. This functionality was especially important for us. Our call center already felt decrease in loading, and in the future we expect to see also serious decrease in operating costs of the company".

"IBM around the world implements the projects directed to increase in efficiency of interaction of service providers and residents of the cities, – Mikhail Seryogin, the director of IBM in regions of Russia and the CIS countries told. – The project implemented for KRES company shows advantages of complex approach to interaction management of the supplier and clients: the functional channel of interaction and the uniform data warehouse are implemented using the integration platform based on IBM WebSphere. The industrial experience accumulated in this solution, and examination of the partner allowed consumers of services of KRES LLC to receive the most efficient service".