Integration of PBX and CRM system in BLAGOSOSTOYANIE Fund

The Non-State Pension Fund BLAGOSOSTOYANIE is focused on constantly enhancing their level of customer service. For productive work with a growing customer base, it was necessary to move to the next level of automation of the fund’s activities by integrating a digital PBX with a CRM system. The rapid and efficient integration of Asterisk telephony with Microsoft Dynamics CRM was ensured by WaveAccess' own solution implemented with the support of the Fund BLAGOSOSTOYANIE’s project team. A soft iterative setup was performed without interrupting the specialists’ duties, which made it possible to avoid any delay in the work of the fund’s call center. Updates became available without having to stop any services.

Thanks to the WaveAccess solution, a number of functional updates were introduced to the CRM system of the Non-State Pension Fund BLAGOSOSTOYANIE:

• The fund’s employees can call customers directly from the CRM interface with a single click

• Once the conversation is finished, the full information about it is stored in the CRM system

• Data on missed calls is also recorded in the system

• Before commencing a conversation, the specialist instantly receives information on the caller in the contact card existing in the CRM

• The customer application displays the call log during a work session

It allows detailed information on incoming and outgoing calls together with conversation records to form the history of communication with customers, and the fund's knowledge base. Analysis of the data and substance of negotiations makes it possible to monitor the service quality and make the necessary management decisions in a timely manner.

"The WaveAccess solution for integrating Asterisk and Microsoft Dynamics CRM has enabled us to increase the speed and improve the quality of servicing our customers, optimize business processes, and increase customer satisfaction from 76% to 85%. Having completed the project, we obtained a transparent system. Now we are sure that any of more than a million of the fund’s participants quickly gets a customized support, while potential customers get qualified assistance. We are planning to increase the number of users connected to the WaveAccess solution," said Olga Dedenko, the Head of the Customer Service Department at the Non-State Pension Fund BLAGOSOSTOYANIE.

"During the implementation we refined our solution in accordance with the customer requirements: we added an option of fine-tuning the conversation recording mode and ensured built-in player support. Successful integration of the WaveAccess solution in the Non-State Pension Fund BLAGOSOSTOYANIE became possible, among other things, due to competent telephony specialists on the customer side — we were able to promptly solve technical issues at the testing stage," said Ilya Feigin, founder and CTO at WaveAccess.

One of WaveAccess' competencies is the development, customization and implementation of CRM systems  — solutions based on Microsoft Dynamics CRM and fully customized solutions. The company also integrates Microsoft Dynamics CRM with various phone systems, including Asterisk, Elastix, Avaya. The WaveAccess solution for integrating telephony with CRM is also compatible with virtual PBXs.