NETBYNET

Improving the efficiency of customer service for NETBYNET (WIFIRE brand), a federal telecom operator, a subsidiary of PJSC MegaFon

Based on Microsoft Dynamics 365 and GMCS’ industry solutions for telecommunications companies, an automated system for managing the main service processes has been deployed:

• b2c in terms of sales, including the development of a product catalog and integration with a logistics system
• b2c in terms of service, including integration with contact center telephony
• Workforce Management (WFM) module for field personnel (installers), integration with a mobile personal account of field personnel

The CRM system is a single working environment for all departments involved in the process of creating, implementing, selling and supporting NETBYNET products and services.

Since 2017 and to the present, GMCS has been providing technical support and development of the CRM system, that includes: 

• Development of the FMC product within the FVNO (Fixed Virtual Network Operator) project
• Support for the process of connecting subscribers in private homes
• Electronic document management
• Optimization of the functionality for field personnel