Our clients value their precious time. We sought an up-to-date highest-technology solution for delivering the best service to them. When we compared capabilities of the leading automation platforms of call centers, we understood under otherwise equal conditions Naumen Contact Center was a value-added product featuring benefits vs. non-Russian products in respect to costs, though the solution has been globally recognized. Besides, we tested and were assured this platform would perfectly suit our works in a virtual environment.

We did a thorough research on proposals which were sent to us from various vendors and compared their software products. But we did not find anything as good as the Naumen Phone solution offered by NAUMEN. We did our bid not only in terms of 'price/function' but in terms of reliability and high quality. It is a common thing happening that you choose a solution which leads to poor works of your call-center. An added value of the NAUMEN solution was availability of the developer to tailor its product to our needs.

A successful finalization of the service-based techniques and full-scale automation of processes (except for immediate application specific benefits) provided us with an opportunity not only to take essential decisions (e.g. improvement of IT unit head count) but also to become a basis for implementation of key process management concerning financial management, asset management, and accessibility matters) in the very near future. With the project implemented on the basis of the Naumen Service Desk solution, we were able to build up a centralized customer support system and ensure provision of the services at the level which is consistent with our business goals. The most appropriate definition for the resultant system of IT Management, in my opinion is a population of IT process management, it is the activities that are inter-related and effectively interfaced.

On the market, there are loads of IT systems but the NAUMEN system is distinguished among them thanks to its functionality, flexibility, and adaptability to support various processes beyond the simple incident management techniques.

Our project’s specific requirement was an integration with SAP ERP systems to synchronize data on personnel with their further alignment with accounts in the distributed domain structure. Besides, Service Desk should have ensured a transparent authorization of users and be capable of a safe internet access. Naumen Service Desk satisfied all our requirements at a minimum cost of ownership and support, which could not be provided by business competitors. When implementing the system, NAUMEN specialists helped us at all project stages, consulted and solved our problems, which we had in the course of the project.

It is not a very cost-intensive procedure for us to get prepared for expansion into new markets.
As opposed to the banking sector, our business does not have so many legal regulations, and therefore, product localization into other languages is fast and does not involve much efforts.

VOLKSWAGEN Group Rus is focused on delivering higher automation of our processes in line with the Industrie 4.0. concept. With implementation of the versatile and scalable solution offered by Naumen Service Desk we managed to implement our service techniques not only in IT but also in business process management for handling incoming requests from dealers and end-customers of the Group. Using this new tool we optimized support for both company staff and 350+ dealers of the Russian unit.

Avon is committed to digitalization and uses new technologies to improve business performance. Before Naumen WFM implementation, we mainly scheduled work of our agents manually using spreadsheets. Now, we can more efficiently and accurately build our contact center business processes and manage data on incoming calls.