CRMSensor

20th of October, 2016 there was a Retailer congress in Moscow: Detail for Retail.

Detail for Retail is a new movement of retail industry professional community (RETAILER).

The mission of this event is to spread the actual ideas and solutions that provides a competitive advantage for retailers, taking into account the current situation of the market.

The format of this event allowed leading vendors of IT-solutions to participate in the series of presentations for the retailers.

CRM Sensor company took part in those event with the presentation of appropriate and innovative solutions towards the customer experience management - interactive polls device

CRM Sensor was happy to share their successful cases experience with the largest retailers.

The awarding ceremony of the Fifth Anniversary "Time for Innovations 2015" Prize was held at the President Hotel in Moscow on December 14.

The Time for Innovations 2015 Prize is the largest independent award in Russia, presented for the best projects and practices that encourage, promote and implement innovations.

Among the award winners are companies that provide the latest technological developments used for manufacturing innovative products and technologies, along with projects that offer new solutions to improve business performance.

As of 2015, CRMSensor is the Product of the Year in the Business and Service category!

"The Time for Innovations Prize is really our prize. We have been developing innovative solutions for over 10 years. This year we presented CRMSensor. This is the product which shows that innovations are not created for the sake of innovations, but to achieve specific results and deal with relevant issues that are essential in the modern business sphere," says Bella Mutallapova, Managing Director at CRM Sensor company.

Awarding "Rostelecom - Retail Systems" Company (No. 1 telecommunications operator in Russia).
Project implementation CRMSensor - Best Innovative Project at the "Innovation Time-2015" Award!

Photo: General Director Margarita Kucherenko and Commercial Director Marina Bibikova

In 2015 "Rostelecom - Retail Systems" Company* implemented CRMSensor in 600 sales and service centers.

Rostelecom is confident that this system will become the main instrument for identifying the development prospects of the company as a whole and the company's staff in particular.

Today CRMSensor operates in the interests of the company in sales and service centers across Russia from Vladivostok to Kaliningrad.

Rostelecom’s development strategy involves the creation of a retail network with high standards of sales and service. CRMSensor is one of the tools for implementing this strategy. "The main task of the system is to control the implementation of unified federal standards when providing customer service," explains a representative of Rostelecom. According to a statement released by Rostelecom, the system provides a record of the dialogues between employees and customers, it obtains timely information about the service process, and is responsible for collecting and processing statistical and analytical data.

According to Marina Bibikova, Business Director at CRM Sensor, the system not only monitors staff performance, but it will also become an important tool for determining the development prospects of a company as a whole and the staff in particular, since it will collect and process a large amount of data. "Within the first month, this innovative system in two pilot branches surveyed more than 27,000 customers in sales and service centers. It processed 100% of all calls and inquiries where customers expressed their desire to receive feedback. The best employees were rewarded with various forms of incentives," Marina Bibikova points out.

Expressing his opinion, Georgy Vashchenko, Head of stock market operations at the Freedom Finance investment company, was quoted as saying that the issue of quality of service is not the sole objective for Rostelecom. "The advantage of the CRMSensor system is that it should sustain customer retention and increase sales. This is the main task of the system, and the basis of such a service is communication with the customer," Georgy Vashchenko adds.

"An important element in the introduction of such a marketing strategy is to continually enhance customer service, which should improve customer satisfaction and, consequently, lead to a gradual reduction in direct and indirect costs related to their service. Thus, it is not surprising that Rostelecom is investing in the implementation of such a service quality control system like CRMSensor," says financial analyst Timur Nigmatullin.

The Federal project of the company for the implementation of the automatic system for the quality control of customer service in sales and service centers was awarded the Time for Innovations 2015 Prize in the nomination Best Project on Implementation of Innovations.

* Rostelecom is one of the largest (in Russia and Europe) telecom companies on a national scale, present in every segment of the Communication Services market and covering millions of households in Russia. Rostelecom has the largest number of subscribers in Russia (more than 11.4 million users).

CRMSensor company became the winner of "The rights of consumers and the quality of service in 2015" Award. We won in the category "Business services. B2B. Marketing services".

It is a great achievement for us!

The "Consumer rights and quality of service" Award is the annual public significant award. It is awarded to the most successful projects aimed at improving the quality of service, building communication with customers and increasing customer loyalty.

The winners are companies which have responsible attitude to the rights of consumers, the production of goods and provision of the servants. This year among the winners there are companies that use the solution CRMSensor for customer feedback and improvement the quality of service. Congratulations to our partners: "MGTS", "Gazprom Neft", "Sberbank of Russia" and "Moscow Industrial Bank". The victory of our partners is a source of pride for CRMSensor!

We thank our partners for the brilliant ideas that you are giving to us!

CRMSensor will continue to incarnate them for you in a modern and functional solutions.

Thank you friends for the inspiration! CRMSensor aspires to become the best provider of IT-solutions to improve the quality of service your customers.

Dear CRMSensor customers!

The new mobile application CRMSensor is available on the App Store.

The application offers quick access to statistics on key indicators of a company’s performance, including:

- number of customers,
- average service time,
- quality of service,
- Customer Loyalty Index (NPS),
- CSAT, EI, FCR, MSI

You may view the trend data of the whole company, or of a specific region, subdivision or interim period: day, week, month, year, or period with selected entries.

The application interface is convenient and easy to use. You can check it out by downloading the CRMSensor app and getting feedback from customers at once, no matter where you are!

As of August 2014, MGTS clients notice that the sales and service centers of the company have new devices – the CRMSensor interactive sensory questionnaires. It is time to talk about them in more detail.

– Andrew, it is not the first time that I have noticed in your interviews the mention of interactive questionnaires by CRMSensor. Please, tell us how and why MGTS uses these devices?

– Initially, we faced the task of getting the feedback from our customers to monitor the quality of our services.
And by choosing from all the available devices in the market, we decided on a pilot project of the young Russian IT-company, - CRMSensor.

– Why did you choose CRMSensor specifically?

– First, to reiterate, this is a Russian developer. And already it was obvious at this stage of acquaintance with the proposed solution that it has been created with the understanding of the realities and specific character of the contemporary Russian market. But also, taking into account the requirements of large network companies with a big flow of clients.
Second, we found it to be an interesting opportunity to solve several pressing problems with one tool: getting feedback from our customers, to efficiently manage advertising content, to create interactive scenarios for improving cross-selling services of MGTS, etc.
Now we are solving more than four tasks using the systems of CRMSensor, and this is not the limit of its resources. In the coming year, we are planning to increase the capacity of the KPI (Key Performance Indicators) system.

– What was your customers' reaction to the appearance of the CRMSensor questionnaires in your MGTS sales and service centres?

– The result was more than positive. Today, the interaction of CRMSensor with us involves about 45% of the visitors to the offices of MGTS.
– This is a very high level of responses. How do you manage to get such a feedback from your clients?

– This has already become a standard service in all of our MGTS service centers. Our clients are aware that in every service center of our company they can register their opinion regarding the performance of the personnel of our company.
Our customers have become used to it. They also know that the management of MGTS reacts to their complaints and appeals, constantly improving the quality of service, as indicated by our customers' responses since the project has been instituted.

– And how do your employees react to the fact that now every customer can submit their opinion regarding their work?

– Unquestionably, this disciplines the personnel, since now the management can not only monitor the quality of their service, based on various qualifiers, but apply the measures for its enhancement as well.
These measures produce very positive results. For example, 161,244 individuals have participated in the survey from August 2014 to May 2015. On the average, their evaluation of the quality of services was 4.8 points out of 5 on a scale of 1 to 5.
But our concern is not to weed out bad employees, believe me. Our task is to be able to identify the inefficiencies and weaknesses within our service and to quickly eliminate them.
As far as personnel is concerned, we are employing a unique method: CMRSenors's «personnel testing», conducted right at the workplace.
We conduct it with CRMSensor devices right at the job. We test for the knowledge of the standards of service, the range of our available products and services.
The contemporary technologies here also answer for the objectivity of results: in the process of testing the video recording, which we analyze, is conducted. We obtain entire information in the regime of on-line.
The objectivity of the results is ensured by modern technology: the testing process is conducted by video, which is analyzed online.

– Customers often make impulsive assessments. How would it be possible to ensure the objectivity of the data?

– By expanding the possibilities of the same system with which our clients interact. This involves using audio and photographic images of all service sessions for further research and expert assessment.
In essence, it is a familiar method of research, - "Mystery shopper", only automated, with no restrictions on the number of inspected subjects with information obtained online.
We call it the "Mystery shopper online». Imagine what possibilities are available to use for evaluation of each employee in order to understand how the company's services are sold, how they interact with a client! The whole processes of customer service is recorded in real time.
The results in the first year of realization of the project speak of whether the system works: the quality of customer service in the branch offices increased by 20%.
We are constantly monitoring the satisfaction index of our customers: since the implementation of the project it rose from 70% to 90%.

– How much time did it take for MGTS to implement the CRMSensor system?

– The pilot project lasted 4 months plus another month for equipping all of the MGTS offices with the devices.

– You have already talked about CRMSensor's use for getting feedback from customers and quality of service. What other functions of CRMSensor do you use?

– We conduct not simply surveys, but an in-depth research of opinions of clients regarding the company's work on many different levels. The system possesses powerful analytical tools. And, very importantly, CRMSensor is ready to further develop functional applications to meet the challenges of MGTS.
We like using the advertising opportunities of CRMSensor: speed, simplicity and interactivity. It takes only a few minutes from the appearance of a new advertising product to placing it on all MGTS devices. It is very convenient!

– Everything you described not only enhances the image of the company but should also be reflected in sales. What are the results since the beginning of the project?

– Yes, now there are positive results of Internet and TV sales, which we advertise in interactive scenarios on CRMSensor.
It is, of course, a comprehensive, combined indicator of different divisions of the company. But the merits of targeted advertising of CRMSensor are crucial.

– What are the prospects of CRMSensor, taking into account the established functionality and performance of the system?

– When we started using the system a year ago, we did not know that we would me using such a big assortment of services.
Furthermore, we understood from the very beginning that the system has great potential, therefore, according to our agreement; the company introduces 3 modifications per year designed specifically for MGTS.
From the perspectives aimed at increasing sales of services of MGTS, I see integration with our CRMSensor-system. But this is a future possibility.