Corporate portal technosila. Success stories

Company "Technosila" has been operating in the domestic retail market for over 20 years and today 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 monthly to make an online purchase.

Goals and objectives of the project

In order to expand customer service and increase online sales, in 2015, Technosila launched a transition to a new business development model - multichannel.

To achieve the goals in the framework of the business transformation strategy, it was necessary to carry out a set of measures, including automating the work of a contact center on the basis of a high-tech industrial-grade platform. The implementation of this important task, "Technosila" entrusted to the trusted developer NAUMEN, who previously successfully automated the retailer. In addition, the functionality of the popular Naumen Contact Center platform from a Russian vendor made it possible to most optimally solve the tasks 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 gained a whole range of capabilities, including collecting statistics on the contact center’s work (duration of service, agent busy, etc.) in the system, which were not in the previous Asterisk software. Now, using the chronological reports generated in the system, the management can track the quantitative and temporal characteristics of the calls being processed and the staff employment. Getting complete analytics makes it possible to make the right managerial decision and improve the work of the contact center. The system also allows you to monitor the status of operators online.

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

A contact center based on NAUMEN technologies is an important part of our multi-channel development and transformation, which also includes the launch of new format stores and site optimization. Having created a modern contact center, we received an additional sales and service channel. 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 making an order by phone or need advice, now turn to the contact center, which works 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 quality advice on goods, convenient delivery time, information about promotions and sales

Anna Skuratova
head of the contact center of the Technosila company

Project prospects

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

Customer Achievements and Awards

The quality work of the contact center, which provides a new standard of service, as well as a number of other activities implemented, brought the retailer success. In 2016, Technosila won several professional competitions, including the Online Retail Russia Awards 2016 in the nomination “Anti-crisis breakthrough of the year” and also received the title “Best omnichannel project of the year” as part of the AWARDS CX professional award and was recognized as the winner in the “Rights” nomination consumers ”in the professional competition RUSSIAN RETAIL AWARDS 2016.

The Technosila company is one of the leaders in chain retail in the field of electronics and household appliances trade 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% of Technosila outlets are located outside of Moscow and the Moscow Region. The total sales area of \u200b\u200bthe network exceeds 215 thousand square meters. m

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

Currently, the trading activity under the Technosila brand is carried out by 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 of 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, Technosila.

Decision

Mastertel provided two separate offices and a Technosila warehouse with 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 of information transmitted. This, in turn, will increase the efficiency of production processes due to the optimal use of modern telecommunication technologies.

“The high-tech telecommunication services of our company have gained the steady 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.

Maria Andreeva, accountant, Technosila:

“Cash registers are one of the indispensable elements in the activities of any trading company. It should work smoothly, therefore, preventive maintenance and quick repair in case of breakdown are very important here. All these tasks “1C-Rarus” solves quickly and efficiently. A serious approach of 1C-Rarus experts, quick response to inquiries and high-quality fulfillment of assigned tasks guarantee us uninterrupted operation of the entire network and high quality of service. ”

The multichannel retailer Tekhnosila trusts the specialists of 1C-Rarus to maintain cash registers located in stores throughout Russia. For more than a year, over 270 cash registers have undergone external inspection, testing, sealing and verification of the relevance of the display of necessary information on checks, guaranteeing uninterrupted operation of the entire network

Technosila has been working in the retail business for over 23 years, offering customers home 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 customers choose goods at fair prices in stores or pick up their orders at points of delivery. The assortment totals more than 60 000 positions and continues to grow every day.

According to the accountant of Technosila Maria Andreeva, the company adheres to the highest world standards of trade organization and is interested in fast and high-quality customer service. The service of fiscal registrars is entrusted to the experts of 1C-Rarus. “Cash registers are one of the indispensable elements in the activities of any trading company. It should work smoothly, therefore, preventive maintenance and quick repair in case of 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 store network. Technical support specialists provide services for receiving calls from stores 24/7 and consultations. Service center engineers conduct quarterly preventive measures, including external inspection of the cash register, testing, checking the correct display of mandatory details on the check, sealing the cash register equipment, as well as emergency departures with a reaction speed of no more than 4 hours after treatment. In the arsenal of specialists there are always the necessary spare parts that help to quickly eliminate any damage.

“A serious approach of the 1C-Rarus experts, quick response to inquiries and high-quality fulfillment of assigned tasks guarantee us uninterrupted operation of the entire network and high quality of service”,- summarizes Maria Andreeva .

About Technosil

Technosila is a multi-channel retailer that has been working in the retail business for over twenty-three years. Today, Tekhnosila offers its customers not only household appliances and digital electronics, but also furniture, toys, home goods and sporting goods - the assortment has 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 products at fair prices in 85 stores of the network or take their orders at any of the 133 points of delivery throughout the country.