Transneft Insurance Increases Customer Service EfficiencyBeltel Integrates Altitude uCI Contact Center and Microsoft CRM Solutions for the Insurance Arm of World’s Largest Oil Pipeline Company
Moscow, Russian Federation, and Brussels, Belgium, October 14th, 2014 – Altitude Software, a leader in unified customer interaction solutions, and Beltel, a leading systems integrator in Russia, today announced the integration of the contact center and CRM system of IC Transneft, the insurance company of the Oil Transporting Joint-Stock Company Transneft.
Transneft is a Russian state-owned transport monopoly, the largest oil pipeline company in the world. It operates over 70 thousand kilometers of trunk pipelines. IC Transneft was founded in 1996 to manage Transneft risk and to provide social services and manage insurance coverage to the families of over 100.000 employees.
Providing services and insurance coverage for more than 100.000 employees’ families
The Altitude uCI powered IC Transneft contact center handles all voice interactions, including sales campaigns and information requests, as well as receiving and processing complaints and other requests. The Altitude uCI solution was customized to serve the specific business needs and requirements of Transneft.
In 2014, IC Transneft implemented a comprehensive customer relationship management system, based on Microsoft Dynamics CRM, to serve new customer loyalty programs. The next step, now completed, was the integration of the contact center with the CRM system.
Effective interactions with all customer information at hand
The flexibility of the Altitude solution and Beltel team’s expertise enabled the easy integration with the CRM solution. Interactions with the contact center automatically bring up to the agent all available customer information, including previous customer interactions, products purchased, etc. This allows for far more efficient service and quicker resolution of any customer issues. The integration of the contact center and CRM solutions also enabled more effective outbound campaigns, as contacts are made with all customer information and history at hand.
Beltel is an Altitude Software partner and a fully certified system integrator and provider with more than 15 years of experience working on the Russian market. The company has implemented and developed more than 50 contact centers across all industries in Russia. It has a strong network of trusted suppliers and partners and a highly trained team of technology professionals with expertise to help both private and public sector organizations respond to business challenges in a fast and cost-effective manner.
Altitude Software delivers a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. With 16 offices in four continents and a strong partner network, Altitude Software leverages existing technology investments, adding value without disruption across a wide range of situations with low total cost of ownership.
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