Business sector
Cross functional solution
Business goal
To improve customer service by updating data on their location in automatic mode.
Problem
The contact-center serves many regions of the country that are located in various time-zones. If an operator failed to find out the client's city, he may bother the client after hours and lose the deal.
Tags: no automation, not enough data for proper service, CRM, telephony, contact center, clients processing
Solution
Connect a database with telephone numbers and their affiliation to various regions to the Bitrix24 and Asterisk integration module.
Upload the city directory in Bitrix24.
Add two more fields to the lead card: Location and Time Zone.
When Asterisk receives a call from a client's mobile number, the Bitrix24 and Asterisk integration makes a request to the connected database and automatically determines the client's city using the telephone code.
When creating a lead card in Bitrix24, the field with the client's location (city + region) is filled in automatically.
To fill in the time zone field, integrate a free service can provide this info.
After filling in the location, Bitrix24 makes a request to a third-party service and automatically fills in the Time Zone field.
