Power Industry, Construction, Housing and Public Utilities
Development of Customer Relationship Management System
Implementing its customer-focused strategy, Tatenergosbyt JSC makes major efforts to improve relationship and interaction both with existing and prospective customers.
Prior to this project, Tatenergosbyt had a simple contact center that was integrated with neither the billing system, nor the external website. Contact center operators had to manually look for the required information. The rate and quality of customer service depended largely on the teamwork of contact center personnel and the staff of cash management and payment service departments. To reduce the impact of human factor on the quality of customer service, it was decided to build a single customer relationship management system integrating the functionality of contact center, CRM system and corporate portal.
Tasks
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To increase the quality of customer service
Solution
At project definition phase, ICL — KME CS engineers together with their counterparts from Tatenergosbyt designed a future Customer Relationship Management System. The designed system included several key subsystems:
• Customer Relationship Management Subsystem that automates customer relationship strategies and improves customer service by saving customer data and keeping a history of customer relations, introduces and enhances business processes and subsequently analyses results.
• Remote Customer Service Portal is a user-friendly self-service system accessed through the official website of Tatenergosbyt JSC and available to its clients.
• Contact Center makes it possible to improve efficiency of customer contacts owing to the automated call processing and availability of a single point of contact for customer requests.
ICL — KME CS experts also developed a number of add-on modules, in particular, CRM and Contact Center integration module. CRM system interface was integrated into the Contact Center environment. Now the operator can work with a single integrated system instead of three isolated ones. To meet the needs of Tatenergosbyt clients, a special online payment module was built to facilitate payment for power supply services (available for individuals). This module allows power consumers to sign in to their account on the Remote Customer Service Portal and to pay their electricity bills.
Result
The integrated Customer Relationship Management System built to facilitate interaction with Tatenergosbyt clients made it possible to improve quality of service by saving customer data and service history.
