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AT Consulting has implemented a system for Clarify CRM "VimpelCom"

July 10, 2004

AT Consulting in conjunction with the leading operator of cellular communication company "VimpelCom" has announced the successful implementation of Clarify CRM in St. Petersburg, Volgograd, Pskov, Novgorod, Petrozavodsk, Voronezh, Lipetsk, Belgorod, Kursk, Orel, Tambov branch of the company, including contact centers in St. Petersburg and Voronezh.

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"This project is the pride of our company,” said General Director Sergei Shilov AT Consulting - "What's essential when working on a project is a focused and strong team, both on the part of the customer, and by the consultants."

We can recall that in February of this year, "VimpelCom" implemented Clarify CRM in the company ARS Telecom in the Moscow region, including Moscow's contact center, as well as in the Nizhny Novgorod, Tver, Vladimir, Kostroma, Kaluga, Smolensk, Bryansk, Ivanovo, Tula, Ryazan, Yaroslavl and affiliates. In Russian practice of CRM, it is the first implementation of this magnitude. Today, the system runs 850 concurrent users, and in terms of the number of users connected to the system, this will increase to 1500 concurrent operators. Every day, the system registers about 90,000 customer requests and works through 2,000 claims. "Beeline" provides uniform standards and quality of service in all the branches, where the system is running.

Vladimir Filippov, director of strategic programs of JSC "VimpelCom", gave the following assessment of the project: "The introduction of such a large system as Clarify CRM is not a simple and very important, but at the same time, we need to reach the level of providing excellent service to customers. The startup process went smoothly, despite an impressive load capacity of system users, which has increased in the first months of operation, the level of service is more personalized, "VimpelCom" was a flexible tool for the analysis of the interaction with customers."

The project was to optimize the process of reception of contacts (phone calls, fax messages, e-mails), and the processing of claims.

"This project can be called one of the best in the history of CRM systems in telecom companies - said Jerry Kalmes, Executive Vice-President of "VimpelCom". - For a record time for a project of this scale, we have friendly interface, which fully meets our requirements, to communicate with our customers, trained staff and increase contact center productivity, improved quality, "first call", the formation of customer loyalty programs based on the history of customer requests. I am impressed by the efficient work of the team working on the project and introduce a quality product in compliance with all the terms. The result exceeded our expectations."

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