EKO SYSTEM

Client: digital-agensy “SERVICEPLAN Ukraine”

Client communication platform “Eko system”

System goal: platform that can combine different communication types for company managers and clients (feedback forms, VOIP, social networks) and also provides the possibility of fast communication between different company departments, which helps in solving problems.

Goal - automatization, structuration centralizing data storage, documenting and formalization, and communications with the client.

ТМ “Nutricia”, for which this system was developed, have got a lot of sites, with one goal: “Organize quality clients service”. We had the task to develop the platform which allows users to work in one place with issues and feedback from clients. They can save department relationships within data storage.
Calls are the most important form of communication. To meet this need, we integrate the platform with VOIP, then allow pre-filling of all forms with the first call from the client, recording the call for better control and client service improvement.
Every department must work with different clients issues. To meet this need, we have developed a role division. When the message goes to the system, depending on the title, it goes to the specific department. If the client received a message in error, it will be redirected manually depending on the message content.
Often, clients ask some typical questions about baby treatment, pregnancy etc. To give the detailed answer to the client, we developed a “library” to include the platform where all answers to those question are contained. Links to them are even attached in the answer letters to the clients.
If the solving a client's problem requires a specialist outside of the company structure, it is possible to invite the specialist to the conversation with “read only” rights.
These are just samples of the entire system's functionality, but clients are always in need of better service. Because of this, our system will continue to grow until all communication scenarios will be developed.

Spreadsheet

Project Client communicating platform “Eko system”
Client digital-agensy “SERVICEPLAN Ukraine”
Website www.com.nutricia.ua
Type of work development from scratch

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