BELTEL and SK TRANSNEFT Ltd completed the project within which integration between Contact center and the CRM system of the company was executed.

Project Progress

The uniform round-the-clock Contact center of SK TRANSNEFT Ltd a few years ago constructed based on the Altitude uCI platform offered by BELTEL company processes all types of telephone addresses concerning sales, approach of insurance events, cooperation, implementation of switching, acceptance and complaint handling and thanks. All addresses are subject to registration in the accounting system based on the Altitude uCI platform customized under individual needs and requirements of SK Ltd TRANSNEFT. Within implementation of the loyalty program in SK TRANSNEFT Ltd the end-to-end system of customer relationship management based on Microsoft Dynamics CRM was implemented. Thus, for ensuring effective work it was necessary to execute integration of this CRM system into the software of Contact center.

Result

As a result of joint work of all specialists involved in the project the assigned task was successfully solved. At receipt of a call from the client, on a desktop of the employee of Contact center from the CRM system its card containing all information on interaction with this client the history of his addresses and also information about purchased insurance products automatically opens. It allows the employee of Contact center most quickly and to effectively process a call and to completely satisfy all needs of the client.

Besides, as a result of the executed integration SK TRANSNEFT Ltd had a possibility of holding the most effective campaigns for the automated outgoing call-down at which implementation on a desktop of the employee of Contact center there is also the client's card and also information on what it is necessary to tell this client.