Reksoft - Software Engineering & IT Outsourcing

Project case studies

Creating a shared knowledge database for storing, updating and retrieving company knowledge for sales and customer service personnel

Creating a shared knowledge database for storing, updating and retrieving company knowledge for sales and customer service personnel

Client

Rostelecom is one of the largest telecom companies in Europe with a presence right across the telecommunications services market. Rostelecom is the undisputed leader of the Russian market for Internet services and owns state licenses that allow it to provide a wide range of telecommunications services in all Russian regions. More than 100 million people use the company’s services throughout Russia.

Challenges

  • Improve the efficiency and quality of work of sales and service personnel
  • Create communication management tools for front-line staff
  • Create tools that contribute to knowledge of sales and service personnel

Solution

  • High-performance distributed system – response time within 2 seconds, search results within 3 seconds
  • Multi-level and multi-role knowledge structure system
  • Comprehensive set of tools for employees for generating, managing and using knowledge
  • Works with customer’s distributed and heterogeneous IT architecture

Result

  • The number of information systems has been reduced from five to one, greatly reducing operating costs
  • The time required to enter content into the SKD has been cut by 50%
  • The time taken to deliver important information from sales and service people to front-line personnel has been reduced to just five minutes
  • Domain knowledge is unified with relevant information accessible in just three clicks

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