The Ural branch of MegaFon provides high-speed mobile internet and communication services in 10 regions—the Sverdlovsk, Chelyabinsk, Tyumen, Kirov, and Kurgan regions, the Perm Territory, the Komi Republic and the Udmurt Republic, the Khanty-Mansiysk, and Yamal-Nenets Autonomous District. The operator's subscriber base includes over 5,800,000 Ural residents.
MegaFon's customers receive support from the call center, which employs over 200 people. All of them use the Enterprise Knowledge Portal powered by SharePoint 2013. To ensure the smooth operation of the call center, optimize the search in the knowledge base and accelerate response to customers' requests, the customer decided to outsource the technical support of the portal. After a competition, Softline, which has extensive experience in similar projects and all the necessary technical support and outsourcing competencies, was chosen as the project partner.
As a result of the project, Softline specialists created a dedicated support line to resolve technical queries. Users address support through ServiceDesk, email, and by phone. Softline also performs troubleshooting, eliminates failures, and installs the portal updates. All services are provided 24x7 because the call center works round the clock.
Softline specialists have also improved the search system functionality by implementing the automatic correction of typos and spelling variations and automatic transliteration recognition. As a result, the user request processing speed, which has increased the consulting efficiency. The Enterprise Knowledge Portal user experience has been increased not only for call center employees but also for sales managers and consultants that can also access enterprise information. They spend less time searching for the necessary information, thereby improving the customer service.
"A single help desk has improved the resiliency of corporate IT services and minimized the impact of interruptions on business. The refined search system on the Enterprise Knowledge Portal will allow call center operators to find the necessary information faster and handle more calls from subscribers,"—said Nikolay Pozdnikin, solutions sales manager, Softline.
"Thanks to Softline technical support, we have improved the Enterprise Knowledge Portal, which serves as one of the main information sources for call center specialists and sales reps in points of sale. The annual user satisfaction survey regarding information systems shows that portal search service received a score of 100 points out of a possible 100. This proves that this significant project has been a success,"—said Alexander Tropets, head of sales and services for MegaFon in the Ural region.