Yota
Increased customer service efficiency for Yota, a Russian mobile broadband services provider
The areas of cooperation:
- Automation of key business processes to provide customer service with GMCS’ call center solution based on Microsoft Dynamics CRM: call center sales (including home agency) based on “single window” technology, contract management, claims settlement and information campaigns. The project is recognized as one of the best IT projects of Yota;
- Integration of CRM-system with customer’s service solutions; billing, IP telephony, geographic information system, website, chat rooms and other systems;
- Technical support and solution development service;
- In 2018 the system was migrated to the latest software version Microsoft Dynamics 365 that covers b2c and b2b sales, product management, marketing and virtual operator’s functions – “Client’s single window”. The project was implemented in a short time – 2.5 months for the migration and stabilization of the system.
Cooperation with GMCS continues.
Results of long-term collaboration:
- 25% reduction in average call processing time
- 50% decrease in processing time of applications from website and e-mail
- 40% decrease in CRM support system cost
Testimonials
A.A. Zhikin
CIO, Scartel LLC (Yota Brand), 2023
Effective management of the Yota’s subscriber base
« The CRM system has been in commercial operation since 2012 and provides effective management of the Yota’s subscriber base in a remote service-oriented contact center and numerous retail points of sale. Throughout this time, GMCS has carried out system developments in accordance with the tasks that we have set. The joint project team has performed a consistent migration of the system from Microsoft Dynamics CRM 2011 to Microsoft Dynamics 365 and the system enhancement. »
Letter of Appreciation Download (PDF 653.83 Kb)
A. Zhikin
CIO Scartel LLC, 2021
CRM system based on Microsoft Dynamics
« The CRM system has been in commercial operation since 2012 and provides effective management of the processes of Yota’s subscriber base in a contact center focused on remote service and servicing numerous retail points of sale. Throughout this time, GMCS specialists have been developing the CRM following the tasks and business needs. In 2020, as a part of system development, the joint project team deployed the second geofence of the server environment, developed mechanisms for automatic lead distribution and functionality for working with flexible client rates. »
Letter of Appreciation Download (PDF 2.09 Mb)
Clients
