SOFTWIN provides around-the-clock assistance

SOFTWIN, one of the biggest IT outsourcing companies in Romania, will further focus on acquiring the largest possible share on the IT services market, company officials said yesterday. The company has recently opened a new department (e-CRM) in charge with customer relations, in order to attain this goal.

The new department has 100 employees operating a multilingual contact centre that provides services to the Romanian market and to the markets using the French, English and German languages. Moreover, the e-CRM department also provides Help Desk services (technical and sales assistance).

“SOFTWIN call centre is more than just a call centre as it receives not only calls, but also e-mails or online chat,” Adrian Purcarea, the director of e-CRM department, stated. SOFTWIN centre aims to solve 50% of the users’ problems from the first call.

The Help Desk services may be provided both at distance, to the final users of a new IT service or product and, at the client’s head office for the domestic users of a new software or hardware system.

“This range of services aims at the financial-banking institutions, the insurance and governmental institutions, production, distribution or sales companies and those operating in the media and advertising field,” Adrian Purcarea said.

SOFTWIN’s Help Desk has already attracted important clients. The Romanian subsidiary of British American Tobacco (BAT) is one of them. The company last year decided to computerise the distribution system at the national level.

The project, aiming to improve the activity of salesmen and avoid the errors triggered by manual data registering, needed more than two million dollars, invested by BAT, while 10% of the human resources were directed to develop and test this project for 12 months.

SOFTWIN’s Help Desk services stepped in during the last period of the project’s development. SOFTWIN provided a Help Desk Manager and a team of 31 Help Desk Officers in 17 cities where BAT points of operations are located. The staff was recruited and trained for this project within 12 months.

A team of five professionals is currently working at BAT head office. They answer the users’ calls 24 hours a day and solve the problems faced by the users of the new technologies implemented within BAT distribution system.