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IT-Enterprise has upgraded the customer relationship management (CRM) system for the call center of the National Agency on Corruption Prevention (NACP). The project team has performed technical refactoring of the software and added new useful features.
The main goal of this digital transformation project is to make the call center’s work easier and provide tools for process analysis. After the upgrade, the CRM call center received a number of improved features that facilitate communications between citizens and the NACP.
Digital tools help NACP employees monitor the workload of the CRM call center, determine when additional staff will be needed, and how to improve customer service — that is, to reduce queue time or call time. The updated solution allows the NACP to see BI analytics as systematized information on dashboards,
said Oleg Shcherbatenko, CEO at IT-Enterprise.
He emphasized that CRM tools will enable call center operators to process customer queries faster, having access to information and history of customer queries. The actual rate of registered contacts after the CRM upgrade is 96%.
The new features include an improved CRM call center interface, expanded call center functionality, BI of call center operations, and analytics.
Mr. Shcherbatenko notes that these KPIs have enhanced the digital transformation of communications between the NACP and citizens, improved customer service efficiency and contributed to the agency’s performance.
The upgrade of the CRM call center’s technical stack allowed the agency to optimize communication speed and operator reactions to incoming calls. The analytical unit and BI data analysis allow the NACP to track operator performance and the impact of each operator on the call center’s work results. It is also possible to track the level of line utilization to respond quickly to changes and optimize the call center performance,
summarized Oleg Shcherbatenko, CEO at IT-Enterprise.
Previously, the IT-Enterprise team has implemented multiple solutions to increase government transparency and make public services accessible to citizens. Among these projects is the digitalization of service delivery processes through the e-reception in the town of Chervonohrad, implemented jointly with Danish partners.
IT-Enterprise, a Ukrainian product company, has been driving the digitalization of leading companies in Ukraine’s key industries for over 35 years. Among the company’s clients are Ukrposhta, Ukrzaliznytsia, Epicenter K, Interpipe, Ukrnafta, Biosphere, DTEK, APK-Invest, Olvia, Kovalska ICG, Kyivvodokanal, Comfy, Metro, and others.
In the public sector, the company’s customers include NABU, the Defense Procurement Agency, Lviv City Council, Vinnytsia City Council, the Ministry of Science and Education, the Ministry of Infrastructure, the Ministry of Finance, ProZorro, the Antimonopoly Committee, and others.
The company’s founder and CEO, Oleg Shcherbatenko, is a staunch supporter of Industry 4.0 and Industry 5.0 solutions.
