(1888PressRelease)
September 16, 2008 - IDGC of Centre is implementing a new SAP CRM platform. Improvement of the customer service quality is one of the main goals of IDGC of Centre, JSC activity and the basis of the main principle of the company's mission: "By applying innovative technologies we increase the quality and accessibility of our services."
IDGC of Centre is one of the first grid companies of Russia to start automation of customer service processes by using SAP CRM-based programmes. "The exiting customer relationship system does not stipulate customer identification at application to the company," said Anna Korneichuk, Head of the Department of Customer Service Organisation, IDGC of Centre, JSC. "With the help of CRM platform we not only keep the history of customers' applications, forming, thus, our database, but also reduce the time spent on interaction with customers at their repeated application to our company. The given system will work in the uniform information area and, already at the initial stages of its introduction, it will help to treat efficiently customers' applications."
SAP platform, that has been operating in IDGC of Centre for over two years, has become a technological basis for CRM (Customers Relationship Management).
This year, by introducing CRM system, the company plans to solve some of its most urgent problems at once: automate accounting and analysis of customer applications that the company receives through numerous communication channels (Customer Service Centres, internet virtual reception, contact-centre, e-mail, etc), improve quality, reduce the time of study of customers' applications and start keeping the history of customer relationship.
All internal and correspondence customers’ applications will be registered in CRM system. This will serve as a basis for the establishment of the customer base that will keep the history of relations with each customer. It will also allow to plan the company's activity on the basis of the customer information analysis. All calls received at the contact-centre concerning, for example, voltage drops or blackouts, help to track down all problems in 5the networks and treat them efficiently. CRM will also help to organise better the work of power companies' representatives.
This year CRM installation project will cover all IDGC of Centre, JSC subsidiaries.
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