«JustSchool»
Interactive online English language courses
More than 11,000 students from around the world, 500 employees, 1300 teachers
iUM
CASE
COMPANY:
HOW WAS IT STARTED?
- The client had already implemented Creatio CRM; however, some functional shortcomings were found in the configurations
- The system needed to be relieved of an excessive number of business processes on hold
- Distributing tasks among contact center agents was time-consuming and errors were common
- The task activation process for tasks that are on hold was configured with an architectural mistake that failed to accommodate their substantial volume (approximately 10,000 tasks)
WHAT WAS IMPLEMENTED?
RESULT:
- A new mechanism has been implemented that allows the efficient distribution of tasks among 50 operators working simultaneously
- A reliable algorithm has been developed to assign and process tasks for operators. This mechanism takes into account the individual priorities of these tasks and settings for each operator separately
- By optimizing the process of allocating tasks to specific operators, the time taken to complete this operation was significantly reduced from 20-30 seconds to just 1 second. This solved the problem of operator downtime and increased sales efficiency
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