About
Azerconnect has closely followed global trends like digitisation and digital transformation. Dedicated to providing services and solutions to corporate clients in the ICT market, they highly value sustainability, innovation, personalisation and centralisation of information. Azerconnect manages Bakcell and NAR Telecom, and the need for centrally organised information systems is personally important to them.
The Azerconnect touch
Part of their need-specific customisation of the solutions was a customer priority-serving system. Given the level of priority (7 levels), the system would arrange the call order. No customer would wait more than 30 minutes, and the next-in-line would be automatically called. Over time, the system has been designed to move customers up the levels as their engagement with Azerconnect increases.
Additionally, in order to gather important feedback information, an SMS feedback system has also been installed.
The results
If the years of trust and client loyalty are not enough proof, Azerconnect has found that while using Wavetec solutions, they have experienced improvements in the areas highlighted by their management.
“…thank you for a good collaboration and professional team work. By the support of the Queue Management system, currently we are able to track the office’s workload, improve our employees, work on KPIs and increase Customer Satisfaction.”
Emiliya Alakbarova, Head of the Quality and CX Department
Conversion rate and continued client loyalty depend on the success of such factors.
While Azerconnect serves the companies of Azerbaijan with communication and technology services, they need to be sure that their database is secure and provides relevant data in a seamless and frictionless manner. Their customers had to be served well, on time and securely. They needed a queueing and management partner they could rely on to reduce queues with a priority calling system, and direct foot traffic correctly with signage. Serving their management needs is a working privilege.
