COMPLEX IMPLEMENTATION OF BITRIX24 FOR AN INTERNET PROVIDER COMPANY

case bitrix24

THE PROBLEM OF LOSING INCOMING REQUESTS

Our Client, a Telecom Operator Company, had a problem with losing incoming requests from Customers.

Requests were lost, customers were forgotten about, the call center passed not formulated tickets to the technical support department.

In addition - the call center of the company received a large number of requests, related to the accidents and problems from customers, which caused a large number of visits of engineers.

Field engineers, who were assigned to fix the accident, could come to the site in three days. During this entire time, the Customer could remain out of touch.

The feedback services were regularly replenished with negative reviews.

DURING THE FIRST MEETINGS, WE WERE ABLE TO SLIGHTLY INCREASE THE LIST OF FORMULATED PROBLEMS:

There were more incoming requests per day than the call center managers could handle;
The problem for tech support and field engineers was not always properly described;
There was no control over the logistics of the engineers.

We proposed solutions and the customer agreed to do a pre-project study to eliminate the problems systematically and across all major processes.

PRE-PROJECT STUDY

In order to understand how the company works, and to find all the points of automation, we conduct a pre-project study. This is a process that allows us to form an accurate idea of what needs to be done to eliminate problems.

The output from the pre-project study is a project roadmap, an estimate, and a timeline.

In the course of this work, a number of additional problems were identified:

The call center, while registering the problem, did not have a specific standard in the formation of tasks to technical support and field engineers.

Engineers solved a countless number of incidents on Clients' property and got lost on the road. Their activities were inefficient.

The queue of incidents on the road was piling up, and the staff of engineers had to be increased. There were more engineers on the payroll, and the department's budget was going beyond what was reasonable.

PROPOSED SOLUTIONS

We proposed to combine the work of the call center, technical support and department of field engineers into one system in Bitrix24 and refine it so as to remove more routine work.

LEAD PROCESSING

The Leads funnel received all calls from Clients.

If from new - it was necessary to fill in their data, if from the registered - the call came from the Customer card.

After that, managers routed them to Technical Support if necessary.

STANDARDIZATION OF INCIDENTs DESCRIPTION

In the case of routing a new Lead to the Technical Support funnel, the Manager is given a checklist to fill in the following fields:

Customer Request;
The address of the Client;
Desired time of master's arrival.

SMART PROCESS "TECHNICAL SUPPORT"

When getting to technical support - the specialist decides whether to fulfill the Client's request.

If he can help with the request himself - contacted the Customer by phone, if it is necessary to send field engineers - sends a card to the stage "Field Engineers", performing the appropriate task of the business process.

THE "FIELD ENGINEERS" STAGE

When the card enters this stage - it is dispatched by the manager, a specific engineer is assigned to arrive at the address to fix the problem. All departures are planned taking into account the standards for the elimination of incidents and in accordance with the optimal logistics.

Engineer receives a cell phone task from Bitrix, in which he reads the details of the client and its request.

After that, the engineer accepts the job for execution, and upon completion of the work at the site - he completes the job, leaving a comment on the work performed.

After completing the task, the request card automatically moves to the feedback stage.

"FEEDBACK" STAGE

Going into this stage a robot is triggered to hold a pause for 24 hours, after which the manager is given the task of making a call to the client to collect feedback.

All tasks are performed using our BPM-platform.

TOTALS AND BENEFITS

Thanks to tasks and our BPM platform, managers began to process requests twice as fast and more accurately. They can now process up to 80 requests per day, by each manager.

Engineers are no longer lost on the road. Information for them is provided correctly, in the form of tasks, with the correct routes - right into their smartphone.

We work with information. We want to work efficiently, and to do that, the information has to be with us in Bitrix24.

case

BITRIX24

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What do we offer?

STEP 1. FILL OUT A REQUEST FORM

STEP 2. WE WILL SET UP AN ONLINE MEETING TO TALK ABOUT YOUR REQUEST IN MORE DETAIL

STEP 3. WE WILL OFFER THE MOST EFFECTIVE INSTRUMENTS FOR YOU

STEP 4. WE WILL DRAFT A ROADMAP OF THE UPCOMING CHANGES

STEP 5. WE WILL GET YOU NEW QUALITY OF PROCESSES IN BITRIX24

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TALLINN Tornimäe 7-137, 10145

working hours Monday through Friday
from 10 a.m. to 5 p.m. (GMT+3)

CONTACTS info@adpdev.co
+372 698 0336