Combine landline and mobile phones into a single office network

    AltegroSIM - New IP Telephony Features


    Virtual PBX in the cloud has long replaced the old iron cabinets and server room. Now it is a useful tool for sellers, analysts and marketers. For managers - the ability to monitor performance and control the sales department. And in case of moving - all phone numbers remain, because they are no longer tied to a place. Data, statistics and settings are stored in a secure cloud.

    More information about virtual exchanges - www.altegrocloud.ru

    With the development of virtual exchanges, recording of conversations, voice greetings, virtual queues, and integration with CRM systems have appeared. Thanks to these functions, it became possible to read indicators, increase sales department conversion, modify the conversation script, monitor and help employees.
    IP telephony is constantly evolving. A few years ago, FMC technology appeared, which combined mobile and office internal phones into one network. Now, knowing only the employee’s short extension number, you can call him directly on your mobile, regardless of where the person is currently located. The NextTell company developed and implemented such a solution, it is a product based on FMC - AltregroSIM.

    What is AltegroSIM useful for?


    Now the company courier or manager, being out of the office, is available by his extension number.
    And with an incoming call from such a mobile, a common office number is displayed, which is very convenient for a client, for example, meeting a parcel.

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    If you integrate FMC with a CRM system, the courier, by calling the order number, will immediately contact the buyer. Without the help of a manager. In this case, the client will see a regular office number and understand that they are calling from your company.

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    An employee on a business trip or “on a distance” is available by a short extension number.

    Calls are made over IP protocol. This is much cheaper than regular cellular communication: a minute of conversation between cities will cost 2-3 rubles. It is especially beneficial to use AltegroSIM if employees go on business trips or you have a network of branches in different cities: within the corporate network, calls are free.

    How FMC works


    A mobile phone with a SIM card Altegro works in the GSM network of a mobile operator. But, unlike ordinary SIM cards, AltegroSIM does not use the federal number, but uses the internal numbering of the client.

    All calls from SIM-cards go through the GSM-network, and then through the SIP protocol are routed to your PBX. At the same time, the PBX recognizes AltegroSIM as a standard IP phone.

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    Cellular calls go through your PBX.

    You control corporate mobile communications and have the same capabilities and functions as office landlines: calls from AltegroSIM get into the PBX statistics and are processed by your scripts (for example, monitoring employees' expenses for mobile communications in real time, monitoring calls, assigning rights).

    By the summer of 2016, we will cover all of Russia


    AltegroSIM is actively developing: every season we connect new regions, increase stability and the quality of work in existing fields.

    Today, FMC technology is available in Moscow and the Moscow Region, the Northwest Region, the Caucasus, the Southern Region and the Volga Region.

    Testing is underway in the Central, Siberian and Far Eastern regions, and by the summer of 2016 we will launch FMC in Yekaterinburg and continue development in the Urals.

    Experience implementing AltegroSIM in a flower delivery company


    Flora Delivery, a flower delivery service in Moscow, uses a virtual telephone exchange in its office. Orders go directly to the CRM system, through analytics and cohort analysis are established.

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    Flower delivery service office Flora Delivery.

    But the way a courier delivers an order and talks to a customer has always been a "pain" of the business. On peak days, you often have to hire a third-party courier service. Delivery quality is always difficult to control and objectively evaluate. And the courier is the main face of the company, he calls up and hands flowers to the recipient.

    Constant clarifying calls and chimes due to breaks heavily loaded the call center. While the manager finds out the order number or talks with the courier, a client is waiting on the second line who wants to order flowers.

    Telephone routine always harms the quality of service, increases costs. The easiest way is to hire another manager. But it is necessary to solve the problem not quantitatively, but qualitatively. And we hooked up AltegroSIM.

    First results after connecting AltegroSIM

    After the implementation of FMC, the order processing speed increased, working with couriers became easier, but another non-obvious problem appeared: a company employee, for example, a courier, called the client from his mobile phone, not the federal number with the prefix +7 (9XX), but the city number was displayed number with a code 495, 499. If a client called back to this number due to a loss of communication or was simply worried while waiting for a courier, then he would get to a common office number. And in order to contact a specific employee, he had to go through the “Voice Greeting”. If the client got to the manager, then in order to understand the situation and connect it with the desired courier, it was necessary to find out the order number or what flowers and at what address ...

    Solution of problems

    We analyzed the Flora Delivery problem, finalized the technology and adapted AltegroSIM to suit the specifics of the delivery business.

    Any courier service may encounter such a problem when connecting to itself FMC.

    We are the only ones who have made it possible to display on the screen the subscriber - client, personal mobile number, and not a common office number. At the same time, keep all the functionality of the PBX.

    Such a trifle immediately corrected the situation. Mobile calls through AltegroSIM were no different from regular ones. In this case, conversations were recorded, all the necessary statistics were kept. This made it possible to calculate and evaluate the effectiveness of each courier:
    “With AltegroSIM, the issue of delivery quality has finally been resolved. It became clear that if the courier on the phone already begins to communicate inappropriately or even talk rudely, then he hands it not cool. The one who inadmissibly rudely spoke with clients by phone - the last day worked for us. The courier’s efficiency was not only the speed of delivery, but also the ability to communicate with the recipient.
    As a result, they changed 1 full-time courier. They began to be more selective in choosing foreign couriers with the help of small interviews. We prepared communication cards that suggest how to conduct a dialogue. After delivering the flowers, they began to send out a letter of inquiry to the client with questions about the quality of the service. Got a useful feedback.
    Managers began to cope with the flow of work and less tired. The response time was reduced by 2 times. LTV grew by 8%.
    Revealed another layer of problems where it is necessary to improve service and reduce costs. Without AltegroSIM, we would never have gotten to this. ”
    Maria Vinogradova, General Director of Flora Delivery LLC.

    AltegroSIM solves major business challenges

    1. Reduces the burden on call center managers
    2. Controls “field” sellers, remote employees and couriers
    3. Increases customer processing speed, improves service quality
    4. Saves on long-distance calls, reduces expenses on business trips

    More about AltegroSIM - www.altegrosim.ru

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