Customer support system in telecommunication company

Customer support system in telecommunication company

Large mobile operator with customers numbered 4.86 mln.

  • СRM and Contact Center
    • Marketing managements and customer base segmentation.
    • Call scripts management, telemarketing.
    • Contact Center, Service desk.
    • Proactive corporate sales/ direct corporate sales.
    • Installation team schedule.
    • Management of houses and active retail sales.
    • Reports on IVR branch, calls, e-mails, chats, telemarketing, service, installation teams.
  • Real Estate Management
    • Management of real estate objects , contract management, business partners management, space management.
    • Lease in, lease out.
    • Real estate controlling.
    • Accounting and tax accounting of transaction with real estate objects.
    • Service Charge Settlement, Collection of measurements from electronic indicators for electricity consumption.
    • Repair and maintenance of the real estate objects.
  • The growth of response rate to customer application on average by 5–7 times.
  • Increase of telemarketing efficiency by 3 times.
  • Decrease in expected relevant costs of the company by 40%.
  • Increase of sellers’ efficiency.
  • Receive reliable and accurate data on company’s sales performance.
  • Single information system for real estate objects as one source of entry with possibility of quick search and report, simplification of IT landscape.
  • Minimize the time needed to prolong the contract or to mass change of the parameters on real estate contracts.
  • The data base for estimation of site effectiveness through OPEX costs is created.
  • Automate the process of tax calculation and printing forms.

  • Finance
    • Accounting in compliance with the legislation.
    • Management accounting.
    • IFRS requirements accounting.
  • Logistics and Construction
    • Contract management.
    • Accounting of warehouse equipment, materials for network/ connection construction in the responsilble party section.
    • Accounting of implementation/ delivery of client equipment by serial numbers.
    • Design and management of Ethernet networks construction.
  • Accounting system with 3 reporting recipients: fiscal parties, local shareholders and foreign shareholders (IFRS).
  • Accounting of warehouse equipment, materials for network/connection construction, as well as accounting of implementation/ delivery of client equipment by serial numbers.