VimpelCom has updated CRM

The implementation CRM systems Amdocs Clarify CRM in "" VimpelCom was completed in October 2004 and at that time became the largest CRM implementation in. Russia Integrator -. AT Consulting The project cost is $10 million.

Project description

VimpelCom expected that Clarify CRM will be able to optimize customer service processes. The economic justification of the project was based on improving the basic performance indicators of the company's customer service directorate. Among such criteria were: employee productivity, KPI of call centers, improving the quality of customer service. In addition, the company decided to improve the methodology for conducting analytical studies of its subscriber base, find out the requests, features of the use of various operator services by customers. The CRM system you created should have provided this capability.

When choosing a vendor and solution, VimpelCom developed a detailed economic justification for the project and functional requirements for the system. Amdocs has offered its Clarify CRM system. The fact that Amdocs billing system has already been introduced in VimpelCom has played an important role in choosing the system of this supplier. The project to implement the billing system was implemented by AT Consulting.

The project began in June 2003. It consisted of two stages. At the first stage, the system was introduced in the Moscow office of the company, then in 64 regional branches of the company. At the time of the completion of the project, more than 1,100 users worked in the system at the same time, and in total Clarify CRM was used by more than 4 thousand employees of 65 VimpelCom branches.

Development of the project

On August 5, 2015, it became known about the CRM modernization project with the participation of AT Consulting as a partner of VimpelCom PJSC.

Advertising "VimpelCom," 2014

During the project, AT Consulting specialists carried out data migration, integration of external interfaces of the Amdocs CRM system with internal operator systems, migration and user training, and system testing.

This project is the second stage of the BSS^[1] development program - ^[1], which includes updating and centralizing the company's business support systems VimpelCom on the platform. software Amdocs- CRM The system, the direct implementation of which was conducted by companies and, VimpelCom Amdocs simplifies key business processes operators, which will increase the efficiency of employees and reduce the time of customer service. A single platform enables you to centrally manage company-wide services, sales, and service quality across all customer segments.

The system will have to process customer appeals, connect new subscribers, conduct marketing campaigns. CRM is installed in all customer support centers and Beeline's own offices, as well as in Beeline's Know-How offices in Moscow. The centralized solution covers more than 15 thousand users of 14 functional areas in 8 time zones.

"Our project is unprecedented, because in it we did not give time to overtake us. As a rule, such large projects end either with a long delay, when developers offer even more effective solutions, or simply do not complete. We coped with the task in a very short time for such projects - 11 months, including thanks to effective interaction with partners. Of course, we are grateful to our partners for a high-quality innovative product and effective interaction during the implementation of this large-scale project, "said Vladimir Savkin, information technology director of VimpelCom PJSC.

"VimpelCom has been a strategic partner of AT Consulting for more than 10 years. We are actively involved in creating and updating key IT systems that underpin the delivery of quality services to customers. This project gives our customer access to a more productive CRM infrastructure and flexible business management tools. The new CRM is integrated with 60 internal operator systems. This reduces the transition between backbone systems, since the basic information necessary for employees to serve customers will be available at a single point of entry into CRM, "said Sergey Tinyakov, partner of AT Consulting, director of outsourcing practice

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