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PROBLEMS
  • 1
    There is no transparency in dealing with requests, due to the use of a large number of different channels for receiving them (Mail, chatbots, EDO, e-mail, calls, personal account, front office system of the Client);
  • 2
    There is no regulated process for distributing appeals to those responsible. Some employees are overloaded, and some are underloaded;
  • 3
    Loss of a part of applications due to lack of control over the processing of requests;
  • 4
    Long processing of applications leads to a decrease in customer loyalty.
RESULT
  • A call management center has been implemented on the BestBPM Service Desk platform;
  • Integrations with all channels of receipt of requests are implemented;
  • Automatic classification of applications and their distribution by responsible persons has been introduced, which made it possible to equalize the workload of operators;
  • The application processing processes have been automated, now they can be monitored and violations of regulations can be detected;
  • SLAs have been set up to control the deadlines for completing applications and their priority;
  • All information about clients and the history of their requests is stored in the Client's card.
Thanks to the implementation of the project, it was possible to completely eliminate the loss of applications, speed up their processing and processing time, evenly distribute human resources in the company, increase the loyalty of both customers and employees of the company.
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