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Technosila company operates in the domestic market retail for more than 20 years and today it is one of the largest retailers: 85 stores in 52 cities of Russia receive up to 1.5 million customers every month; 5 million visitors visit tehnosila.ru every month to make a purchase online.

Goals and objectives of the project

In order to expand customer service and increase the volume of online sales in 2015, Technosila began the transition to new model business development - multichannel.

To achieve the goals set within the framework of the business transformation strategy, it was necessary to carry out a set of measures, including automating the work contact center based on a high-tech industrial-grade platform. Technosila entrusted the implementation of this important task to the proven developer NAUMEN, who had previously successfully automated the retailer. In addition, the functionality of the popular Naumen Contact Center platform from the Russian vendor made it possible to most optimally solve the problems of a multi-channel business, providing effective tools to support customers and further growth.

Project results

With the launch of the Naumen Contact Center, Technosila received a whole range of opportunities, including the collection of statistics on the work of the contact center in the system (duration of service, busyness of operators, etc.), which were not available before software Asterisk. Now, using the chronological reports generated in the system, management can track the quantitative and temporal characteristics of processed calls and staff employment. Obtaining complete analytics makes it possible to take the right managerial decision and improve contact center performance. The system also allows you to monitor the status of operators online.

With the performance of the NAUMEN platform, the new contact center provides high level customer service. Using the functionality of the Naumen Contact Center, operators call customers on purchase requests from the site (and the mobile version of the site), provide information support on ongoing promotions, also receive and service incoming calls, advising buyers on goods, prices and providing background information. A mechanism has also been implemented to inform customers about promotions in automatic mode using the IVR service.

The contact center based on NAUMEN technologies is an important part of our multi-channel development and transformation, which also included the launch of new format stores and website optimization. Having created a modern contact center, we received additional channel sales and service. Customers can now choose how and when it is convenient for them to buy - on the website, in the store or by phone. And also, combine these channels. Those who are accustomed to ordering by phone or need a consultation now turn to the contact center, which operates 24 hours a day and is always available thanks to a reliable platform. At the same time, buyers receive all the benefits of customer service, including high-quality advice on goods, convenient delivery times, information about promotions and sales.

Anna Skuratova
head of the contact center of Technosila company

Project prospects

The retailer plans to increase the capacity of the contact center. Currently, the project team has started integrating the Naumen Contact Center platform with the 1C:Enterprise system. As part of the work, it is planned to implement a mechanism for making a call with one click to reduce the dialing time and fix the time of the call, as well as the ability to display a customer card with a purchase history and other information necessary for service upon an incoming call.

Client Achievements and Awards

High-quality work of the contact center, providing new standard service, as well as a number of other implemented activities, brought success to the retailer. In 2016, Technosila won several professional competitions, including the Online Retail Russia Awards 2016 in the Anti-Crisis Breakthrough of the Year nomination, and also received the title of Best Omnichannel Project of the Year as part of the CX AWARDS professional award and was recognized as the winner in the Rights consumers" in professional competition RUSSIAN RETAIL AWARDS 2016.

Maria Andreeva, accountant at Technosila:

“Checkout equipment is one of the indispensable elements in the activities of any trading company. It must work smoothly, so both preventive maintenance and prompt repair in the event of a breakdown are very important here. 1C-Rarus solves all these tasks quickly and efficiently. The serious approach of 1C-Rarus experts, quick response to requests and high-quality performance of the assigned tasks guarantee us the uninterrupted operation of the entire network and high quality services".

The multichannel retailer Technosila trusts the specialists of 1C-Rarus Maintenance cash registers located in stores throughout Russia. For more than a year, over 270 cash registers have been undergoing external inspection, testing, sealing and checking the relevance of the display. necessary information on checks, ensuring uninterrupted operation of the entire network

Technosila has been working in the retail sector for more than 23 years, offering customers household appliances, digital electronics, as well as furniture, goods for sports, children and home. The network is represented in more than 80 cities of Russia, where every month 1.5 million buyers choose goods at fair prices in stores or pick up their orders at pickup points. The range includes more than 60,000 positions and continues to grow every day.

According to Maria Andreeva, Technosila's accountant, the company adheres to high world standards of trade organization and is interested in fast and quality service buyers. Maintenance of fiscal registrars is entrusted to 1C-Rarus experts. “Checkout equipment is one of the indispensable elements in the activities of any trading company. It must work smoothly, so both preventive maintenance and prompt repair in the event of a breakdown are very important here. 1C-Rarus solves all these tasks quickly and efficiently”,- notes Maria Andreeva .

"1C-Rarus" supports the operation of equipment in each network store. Technical support specialists provide services for receiving calls from stores 24/7 and consulting. Service Center engineers carry out quarterly preventive measures, including external inspection cash register, testing, checking the correct display of mandatory details on the check, sealing cash register equipment, as well as emergency visits with a reaction speed of no more than 4 hours after the request. The arsenal of specialists always has the necessary spare parts that help to quickly eliminate any breakdown.

“The serious approach of 1C-Rarus experts, quick response to requests and high-quality performance of the tasks set guarantee us the uninterrupted operation of the entire network and high quality of service”,- summarizes Maria Andreeva .

About Technosila

Technosila is a multi-channel retailer that has been operating in the retail sector for more than twenty-three years. Today, Technosila offers customers not only household appliances and digital electronics, but also furniture, toys, household goods and sports goods - the range already includes more than 60,000 items and is growing every day. Technosila is represented in more than 80 cities of Russia, where every month 1.5 million customers choose the best goods at fair prices in 85 chain stores or pick up their orders at any of 133 distribution points throughout the country.

The Technosila company is one of the leaders in the retail network in the field of electronics and items household appliances in Russia. The history of the company began in 1993, when the first chain store was opened in Moscow. In 1997, all outlets were united under one brand.

Today "Technosila" includes about 100 stores in 60 cities of the country. The company operates in 7 federal districts of the Russian Federation, about 80% outlets Technosila are located outside of Moscow and the Moscow Region. Cumulative trade area network exceeds 215 thousand square meters. m.

In its activities, Technosila is guided by the standards adopted by the world leaders in retail chains in the field of electronics and household appliances. The company's strategy is based on a client-centered business model, which implies not only a wide range and attractive prices, but also the opportunity for the buyer to receive comprehensive information about the product, take advantage of qualified advice on choosing accessories and connecting additional devices, as well as create an individual solution for the home, country house and office.

Currently trading activity under the brand name "Technosila" is carried out by the company "ServiceTrade".

Situation

The Technosila company needed to connect new areas to communication services.

“The reliability and functionality of the network infrastructure is one of the bases that ensure the operation and dynamic development our trading network. Understanding the importance of this area, we give preference to the best solutions in the industry and attract reliable partners for integration, one of which is Mastertel. Pavel Bazanov, leading system integration specialist at Technosila.

Solution

Mastertel provided two disparate offices and warehouse space"Technosila" high-speed Internet.

Using this service will allow employees to take advantage of high-performance and uninterrupted access to corporate information resources and services, and also guarantees high speed and quality transmitted information. This, in turn, will increase the efficiency production processes due to the optimal use of modern telecommunication technologies.

“The high-tech telecommunications services of our company have won the trust of large corporate users. Today, the volume of these services is growing rapidly, significantly outpacing the growth rate of the market as a whole.” Sergey Fomichev, Business Development Director, Mastertel.