VimpelCom’s call centres reduce information search time by 17% using Salesforce Service

Challenge

• VimpelCom is one of the largest mobile phone operators in Russia and the CIS, with more than 61 million customers. It also operates in parts of SE Asia, and uses the trademark Beeline
• With such a large customer base, VimpelCom requires an extensive call centre support service
• VimpelCom was using a bespoke knowledge base system for customer service and support, which was slow and unreliable
• Call centre agents found it hard to locate relevant documents and information, and this increased the time taken to respond to cases
• The company wanted to reduce service costs by reducing call duration and increasing First Call Resolution (FCR)
• VimpelCom set a target of reducing the agents’ information search time by 10%

Solution

• VimpelCom purchased almost 9000 licenses for the Salesforce Service knowledge base
• The application was rolled out, first in Moscow, and then the rest of Russia
• Salesforce Service is now used by more than 8000 call centre agents across Russia
• Salesforce Service is used for many processes, including, product/service descriptions, pricing, ticketing, targeted marketing promotions, and comparisons with rival operators

Results

• Salesforce has helped Magnet grow from three staff and zero customers to 120 staff and over 10,000
  customers.
• Information search time has been reduced by 17%
• First Call Resolution has increased by 4%, reducing the number of transferred calls
• With more customers now receiving the information or support they need with just one call, customer satisfaction has increased
• Call costs have been reduced as a result of time saved
• Now that agents have all relevant information easily available, their productivity has increased
• The improvement in the quality of customer service has given VimpelCom a competitive advantage over its rivals

About Salesforce

• Salesforce.com is the enterprise cloud computing company.
• The Sales Cloud and the Service Cloud, are applications for sales and customer service (also known as customer relationship management or CRM). Salesforce CRM solutions help to deliver more business success for thousands of companies across the globe.