Azerishiq OSJC is a national energy supplier providing services to more than 2.7 million customers in Azerbaijan. Azerishiq’s mission is to guarantee uninterrupted countrywide electric power supply. One of Azerishiq’s strategic goals is to improve customer support services.
.
Azerishiq had to meet the challenges of implementing a new information technology framework and aligning business processes, procedures and policies with the technology stack. There was a need to redefine customer support procedures and to introduce new information technology applications and systems to enable the delivery of high-quality services to customers
Azerishiq involved ED in the analysis of its customer service, which is focused on solving customer issues. We worked with Azerishiq to identify the goals of the service and the operations within it. Three months of elicitation workshops helped our team to build processes and procedures aligned with the company vision and requirements. We consulted the client on development of customer service procedures in accordance with the highest standards and latest trends, and prepared comprehensive documentation outlining every aspect of the architecture.
Through a series of quality control sessions, the project matured into a detailed project implementation program based on Scrum Methodology. Within the next six months the Customer Service Platform was developed and successfully implemented.
The solution developed by ED enabled the customer to enhance business value by achieving the following goals:
Java, Spring Boot, React, Docker, Kubernetes, PostgreSQL
Cisco® Call Centre, Cisco® Call Manager
