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Sigma Software together with Eldorado.ua improved the customer support system with the help of the latest digital platform

14/ 03/ 2023
  IT-company Sigma Software at the request of the retailer Eldorado.ua developed and implemented a system of automated client communications, namely integration of the chat bot with the contact center, which receives up to 30 thousand applications daily. The peculiarity of this object is its ultra-fast implementation time - several weeks and minimal size of the team: 4 developers from Sigma Software and 1 project manager, 2 analysts and 3 developers from Eldorado.ua team. This speed in system DJing became possible thanks to the low-code platform Corezoid. As a result, the load on the contact center was reduced by a third. At the end of 2022, despite all the difficult conditions of the last time, Sigma Software developed a system of automated client communications with the request and participation of the retailer Eldorado.ua. Eldorado.ua has over 10 million client applications per year. To provide its customers with multi-channel experience and to provide fast communication and detailed information during product ordering, as early as 2021, the company began a strategy of deep transformation and digitization of processes, the purpose of which was to provide its clients with multichannel experience and to satisfy their need for fast communication during ordering of goods and in expanded information about them. Against the background of customer demand to reduce waiting time, the company began to look for a digital solution to automate and expand its contact center capabilities by adding new communication channels, including a website widget and chat box. Statistics and analytics, which collect the new system of client support, allow us to assess the quality of service, determine the number and themes of customer calls, to track the reasons for the appeals that remain unanswered. Thus, Eldorado.ua received another channel of information to improve the client service and its work at the strategic level. At present the company takes full account of the systems capabilities, gradually increases the team of operators working through chats, and plans to further digitize processes. Implementation of a system capable of dealing with such a considerable load and volume of tasks in a rather short period became possible in just a few weeks thanks to the Ukrainian platform Corezoid and the qualified team Sigma Software – on the one hand, and the structured experience with clear assignment of tasks, tasks, tasks, and tasks. Quick integration with existing systems from Eldorado.ua – on the other. Thus, the development of the system from start-up to the first release lasted several weeks with a small team. On the side of Sigma Software, the implementation of the system was performed by a team of only 4 specialists. Sigma Software also helped with system analysis and planning. 5 specialists from all over 4 Sigma Software specialists implemented the system, while 5 analysts and specialists from the side - Eldorado.ua. The communication between the companies began at the end of 2021. Then, the quarantine restrictions of many forced to accelerate the transfer of all processes to the digital racks, which in the future allow saving resources and attract employees to work remotely, without dependence on physical service centers. During the war, the need for this only grew – and the project started. As Eldorado was an important opportunity to quickly adjust the solutions to business requirements, we proposed to develop an automated system of customer support on the Corezoid platform. This is the Ukrainian low-code platform for business process automation, which is used by Visa, Metro, PrivatBank, uklon, and others. Started with creating a chat where clients can solve any questions and help them will be operators. Chat is available from Eldorado.ua, integrated into the existing chat with frequent questions, in the mobile application and in the messengers with which the company serves clients, says Hanna Khrystianovych, Digitalization Program Manager at Sigma Software. In addition, by moving customer support to digital racks, you can save resources and involve employees remotely, regardless of physical service centers. During the war, the need for this became particularly important. Chat with the contact center has become a step in the Eldorado.ua big transformation program, which aims to create a completely new experience with all channels. And convenience for the client is not limited by speed of processing of his requests but is achieved by providing integration with the whole landscape of information systems and access to all data of the client and any potentially important information about him. The Corezoid platform opens up an economical concept of development and integration of various information systems in our future development, says Andriy Romanenko, Director of Business Transformation Department Eldorado.ua. Statistics and analytics, which collect the new system of client support, allow to assess the quality of service, determine the number and themes of customer calls, to track the reasons for the appeals remain unanswered. Thus, Eldorado.ua received another channel of information to improve the client service and its work at the strategic level. At present the company takes full account of the systems capabilities, gradually increases the team of operators working through chats, and plans to further digitize processes. * * * Sigma Software A service it company with more than two thousand specialists, as well as a large portfolio of low-code and no-code products, which allow to solve complex tasks of digitalization of large and medium businesses with minimal team of technical specialists. Specialists of the company developed a chat for Kharkiv citizens, which allows to check the condition of the house, solutions for automation of processes of the center of Дія.Бізнес Харків, involved in work on objects for world brands – IATA, Volvo, AstraZeneca, Scania, Fortum. Eldorado.ua is a convenient omnichannel supplier of equipment and electronics in Ukraine. The network has 95 stores, an online shop and a convenient mobile application with different delivery options. Provides more than 3,2 thousand employees with work. The company has been operating since 1999. During this time, about 3 million Ukrainians have become regular buyers of equipment and electronics in eldorado.ua, meeting the needs of their families. From February 2022, the company provided equipment and electronics for the Defense Forces for the total amount of more than 10 million UAH. For the military there are constant discounts up to 10%. In 2022, the social initiative Ceglinka dlya Rodynky was launched, each visitor on the site or in a shop can buy Ceglinka worth 23 UAH. Funds are directed to the construction of modular houses for families whose own housing is destroyed by war. The first house has already been handed over to the family of a military officer from Chernihiv region.

IT-company Sigma Software at the request of the retailer Eldorado.ua developed and implemented a system of automated client communications, namely integration of the chat bot with the contact center, which receives up to 30 thousand applications daily. The peculiarity of this object is its ultra-fast implementation time – several weeks and minimal size of the team: 4 developers from Sigma Software and 1 project manager, 2 analysts and 3 developers from Eldorado.ua team.

This speed in system DJing became possible thanks to the low-code platform Corezoid. As a result, the load on the contact center was reduced by a third.

At the end of 2022, despite all the difficult conditions of the last time, Sigma Software developed a system of automated client communications with the request and participation of the retailer Eldorado.ua.

Eldorado.ua has over 10 million client applications per year. To provide its customers with multi-channel experience and to provide fast communication and detailed information during product ordering, as early as 2021, the company began a strategy of deep transformation and digitization of processes, the purpose of which was to provide its clients with multichannel experience and to satisfy their need for fast communication during ordering of goods and in expanded information about them.

Against the background of customer demand to reduce waiting time, the company began to look for a digital solution to automate and expand its contact center capabilities by adding new communication channels, including a website widget and chat box.

Statistics and analytics, which collect the new system of client support, allow us to assess the quality of service, determine the number and themes of customer calls, to track the reasons for the appeals that remain unanswered. Thus, Eldorado.ua received another channel of information to improve the client service and its work at the strategic level. At present the company takes full account of the system’s capabilities, gradually increases the team of operators working through chats, and plans to further digitize processes.

Implementation of a system capable of dealing with such a considerable load and volume of tasks in a rather short period became possible in just a few weeks thanks to the Ukrainian platform Corezoid and the qualified team Sigma Software – on the one hand, and the structured experience with clear assignment of tasks, tasks, tasks, and tasks. Quick integration with existing systems from Eldorado.ua – on the other.

Thus, the development of the system from start-up to the first release lasted several weeks with a small team. On the side of Sigma Software, the implementation of the system was performed by a team of only 4 specialists. Sigma Software also helped with system analysis and planning. 5 specialists from all over 4 Sigma Software specialists implemented the system, while 5 analysts and specialists from the side – Eldorado.ua.

The communication between the companies began at the end of 2021. Then, the quarantine restrictions of many forced to accelerate the transfer of all processes to the digital racks, which in the future allow saving resources and attract employees to work remotely, without dependence on physical service centers. During the war, the need for this only grew – and the project started.

As Eldorado was an important opportunity to quickly adjust the solutions to business requirements, we proposed to develop an automated system of customer support on the Corezoid platform. This is the Ukrainian low-code platform for business process automation, which is used by Visa, Metro, PrivatBank, uklon, and others. Started with creating a chat where clients can solve any questions and help them will be operators. Chat is available from Eldorado.ua, integrated into the existing chat with frequent questions, in the mobile application and in the messengers with which the company serves clients”, says Hanna Khrystianovych, Digitalization Program Manager at Sigma Software.

In addition, by moving customer support to digital racks, you can save resources and involve employees remotely, regardless of physical service centers. During the war, the need for this became particularly important.

“Chat with the contact center has become a step in the Eldorado.ua big transformation program, which aims to create a completely new experience with all channels. And convenience for the client is not limited by speed of processing of his requests but is achieved by providing integration with the whole landscape of information systems and access to all data of the client and any potentially important information about him. The Corezoid platform opens up an economical concept of development and integration of various information systems in our future development”, says Andriy Romanenko, Director of Business Transformation Department Eldorado.ua.

Statistics and analytics, which collect the new system of client support, allow to assess the quality of service, determine the number and themes of customer calls, to track the reasons for the appeals remain unanswered. Thus, Eldorado.ua received another channel of information to improve the client service and its work at the strategic level. At present the company takes full account of the system’s capabilities, gradually increases the team of operators working through chats, and plans to further digitize processes.

* * *

Sigma Software

A service it company with more than two thousand specialists, as well as a large portfolio of low-code and no-code products, which allow to solve complex tasks of digitalization of large and medium businesses with minimal team of technical specialists. Specialists of the company developed a chat for Kharkiv citizens, which allows to check the condition of the house, solutions for automation of processes of the center of Дія.Бізнес Харків, involved in work on objects for world brands – IATA, Volvo, AstraZeneca, Scania, Fortum.

Eldorado.ua is a convenient omnichannel supplier of equipment and electronics in Ukraine. The network has 95 stores, an online shop and a convenient mobile application with different delivery options.

Provides more than 3,2 thousand employees with work.

The company has been operating since 1999. During this time, about 3 million Ukrainians have become regular buyers of equipment and electronics in eldorado.ua, meeting the needs of their families.

From February 2022, the company provided equipment and electronics for the Defense Forces for the total amount of more than 10 million UAH. For the military there are constant discounts up to 10%.

In 2022, the social initiative “Ceglinka dlya Rodynky” was launched, each visitor on the site or in a shop can buy “Ceglinka” worth 23 UAH. Funds are directed to the construction of modular houses for families whose own housing is destroyed by war. The first house has already been handed over to the family of a military officer from Chernihiv region.

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