Novatek Chelyabinsk completed creation of service of processing of addresses

On May 26, 2015 announced Alpha Inform creation of the center of processing of addresses of consumers for Novatek Chelyabinsk.

Project Tasks

Work Novatek Chelyabinsk as prime vendor of natural gas in Chelyabinsk region, it is connected with acceptance and processing of a big flow of addresses from consumers – on payment, legal and technical issues, etc.

Office "Novatek Chelyabinsk", 2014

By the time of the beginning of the project subscriber stations Novatek Chelyabinsk monthly received tens of thousands of addresses from physical persons and legal entities on several channels: to phone, mail, from the website, personally - at visits to offices. Activities for processing of client requests were not regulated and not were are automated, accounting of requests was absent, consumer information dispersed in 11 systems.

Sergey Milovanov, the Chief information officer Novatek Chelyabinsk, told: "There were complaints because, addressing on section, people not always received complete data. Having conducted a research, we understood that it is necessary to make a flow of addresses managed and controlled, to provide to clients high-quality service for interaction with the company".

There was a need for the solution combining functions of call center "8-800", contact center and a support service of Service Desk.

Project Progress

The solution was found in integration of telephony Oktell and CRM Terrasoft, executed by specialists "Alpha Inform".

On the Terrasoft Service Desk 3.4 platform the functionality on processing and storage of the addresses arriving on different communication channels is organized. Requests from the website, by the SMS, mail, phone automatically get to CRM.

By means of integration of IP ATC Oktell with two telephone exchanges of the company and a billing system, convenient services of self-service are available to consumers now. On uniform toll-free number using the voice IVR menu automatic acceptance of indications of gas meters is configured. The data entered by voice or using phone keys are automatically loaded into billing. Besides, using IVR consumers can independently specify information on a status of the personal account, rates interesting them, etc.

Project Results

According to the results of the project the quality of information consumer service increased. Customer appeals are registered, remain and permitted in the terms established by the law.

"Project objectives are achieved. All information on citizens' appeals is consolidated in one system now. All incidents are conducted in Terrasoft, there is statistics on them. We in real time see quality of work with requests, we control terms of their processing. Now clients can independently resolve many issues - by means of the voice IVR menu. The project develops. Relying on a feedback from our consumers, we continue to improve quality of information service. Now we configure additional functionality - the automatic telephone notification of clients on the basis of Oktell - with a possibility of tracking of effectiveness", - Sergey Milovanov noted.