"The kid and To" implemented "1C-Rarus: Integration with telephony (Softphone)"

November 26, 2015. The 1C-Rarus company announced automation of call acceptance of clients in The Kid and To online store using a product "1C-Rarus: Integration with telephony (Softphone) 3.0". Now all work with buyers is organized in a single window, the archive of history of communication with clients is created. As a result processing of telephone orders began to be carried out twice quicker.

The satisfaction of the client with the made purchase is provided with quality goods, the beneficial price and nice service. To adjust operational work with buyers, the company needed to accelerate processing of the phone calls and orders arriving directly from online store, to organize the general archive of history of communication with potential and current clients.

Expansion of functionality of the 1C: Trade Management 8 program which is already working in the company was necessary. It was required to implement processes of CRM and to integrate a system with telephony, including with the existing Asterisk Internet telephony module. The complete solution of a task entrusted specialists 1C-Rarus. They selected for implementation a system "1C-Rarus: Integration with telephony (Softphone) 3.0".

Process of work with calls is completely automated: viewing history of customer orders at its call, acceptance of new orders by phone, a telephone call of the buyer at the request left to them on the website of the company. When in online store the new client calls, in a system the Incoming call field is highlighted, in the same field it is possible to pick up at once the necessary goods and to add service. If already existing client calls, the operator can browse the history of work with this buyer in the same field. And if this client left the request on the website, a system allows to browse quickly the history of its orders and right there to make a necessary call. An opportunity to deliver the status "is not present on site" for the employee who departed from a workplace allows to address calls of clients only to those operators who are ready to accept a call at present.

In a system work of four operators is organized at the same time, thus optimal loading of workers is reached and the percent of the missed calls is minimized. Order processing time by phone was reduced twice, representatives of the company integrator reported TAdviser

We are very happy with the current systems capabilities and results which saw in our work, - Temur Dochiya, the development director of The Kid and To online store notes.-Further we are going to implement several new ideas, for example, to specify a delivery address and other important parameters of orders in the field Incoming call. It will allow us to organize service of buyers even quicker. We will involve specialists in development of a system 1C-Rarus.