Case of the company "Universis"

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IP telephony for an IT company: an integrator of transport control systems reduced the number of missed calls by 15% and the ticket processing time by 20%.
Content
Client
Problem
What products did UIS use?
Result
There is no doubt that modern telephony for telegram australia business should correctly distribute calls across departments. It is very important to quickly process customer requests with various questions and problems. The company "Universis" connected UIS IP telephony and solved this problem, and also received stability of settings, fast and responsive technical support and the ability to work with calls remotely.

Client

OOO Universis is an integrator of two of the largest systems for monitoring commercial vehicles. It provides monitoring services to businesses that own cars or construction equipment. The main clients are taxi fleet owners, freight carriers, delivery services, construction and repair organizations, and housing and communal services. The task of monitoring vehicles is to track the operation of a vehicle and record its improper use. After installing the equipment and setting up the system, clients can see the vehicle's mileage and location, speed limit, refueling and fuel consumption, and the operation of actuators. All necessary parameters can be monitored in real time or set up automatic notifications, report uploading, and data transfer to third-party programs via API. The company has been on the market for almost 10 years. It operates in Moscow, Tula, and Voronezh. It has offices in Moscow and Ulyanovsk.

Problem
There was a lack of organized centralized telephony for technical support and the sales department, which would work as reliably as possible and have flexible functionality.

Before this, we managed to work with 2 third-party operators:

1st operator (2016 – 2019). Simple and very reliable PBX based on a large virtual number operator. We worked with it for more than 3 years until there was a need to expand and control calls in a single window. A significant drawback was the inability to flexibly configure scenarios for processing incoming calls. The function of forwarding to the responsible person, necessary for the sales department, worked even if the client called another department. As a result, we had to create a separate personal account for the technical support department.

Also, the 1st operator had slow support and poor functionality: long report generation, weak integration with CRM, and as virtual telephony on mobile devices there were only programs for calls (softphones). The option of forwarding to the employee's mobile number was not considered, because firstly, it is impossible to make outgoing calls through the PBX, and secondly, mobile operators do not pass calls within the network via SIP (if the caller to the company number has the same mobile operator as the employee, such a call is cut off before the beep).

2nd operator (2019). We worked with them for a little over a month and regretted it a lot. Very lame and sluggish telephony. Settings were constantly “falling”. We had to re-register devices in the system every day. Telephony technical support worked slowly - did not answer calls, and could only call back after a day. When asked about SIP tubes constantly “falling off”, they said that only one foreign PBX works stably with this model. In fact, this model is quite popular on the market and works stably with all virtual PBXs. This was confirmed by both the manufacturer and further experience of use.

In 2019, UIS smart telephony was connected