GMCS automated contact center "Leroy Merlin the East"

On July 1, 2019 the GMCS company announced development for contact center "Leroy Merlin the East", the Russian division of the international retailer Leroy Merlin, a service management system based on Microsoft Dynamics 365.

The solution is deployed based on Unified Service Desk (USD) for Microsoft Dynamics 365 – the application which integrates several information channels necessary for operational processing of addresses of the client. It replaced with itself the solution which is earlier used by the retailer based on the Russian software.

For the first 3 months of operation of the solution the indicator of FCR (First Call Resolution) defining problem solving of the client from the first address is improved. At the time of receipt of a call the operator in a single window sees the client's card, the history of service, including earlier made purchases and addresses. The operator does not need to switch between systems as it was earlier. In a system the intelligent system of hints is also customized: in the course of the conversation the text messages designed to help the operator to solve the client's problem most effectively and quickly emerge. USD is integrated with the IP telephony, management systems for Internet orders, data of shops (arrangement, an operation mode, etc.) and clients, the directory of goods "Leroy Merlin the East".

Process of measurement of level of customer satisfaction is also automated: after the conversation with the operator the client estimates consultation. Then data get to the CRM system "Leroy Merlin the East" and on their basis the average score which is displayed in the form of emotional pictures in the client's card is counted.

The project started in April, 2018. Since November, 2018 more than 200 call center operators "Leroy Merlin the East" use the solution in an operating mode, daily processing more than 10,000 calls.

In the course of the solution of assigned tasks we made use of our experience and the available practices in the field of automation of contact centers. USD for Microsoft Dynamics 365 has flexible functionality and technology advantages to high-quality processing of the entering addresses, customer acquisition and further development of omnichannel service. For July, 2019 our specialists provide technical support and development of a system, notes Lyudmila Gaydinova, the business director of the company of GMCS