CRM Implementation for the Contact Center at UnMomento

In the modern business environment, effective customer relationship management is a key factor for success. UnMomento dry cleaning faced difficulties in managing inquiries through various channels, such as: website forms, phone calls, messages in messengers, and the website chat, which made it impossible to receive analytics from internet marketing.

About the client

UNMOMENTO is a network of dry cleaners in Kyiv, operating since 1996. The company offers a wide range of services: dry cleaning of clothes, shoes, furniture, laundry, repair of clothes and shoes, cleaning, and special treatments for items. It has more than 50 reception points in the city and provides services to corporate clients. UNMOMENTO also offers delivery, and their technologies allow for high-quality processing of delicate items. The company emphasizes high service and maintaining the quality of your belongings.

Challenges before implementation

• Various inquiry channels: UnMomento received inquiries through 8 different channels (website, phone calls, messengers, chats), complicating centralized management and the integration of customer requests.
• Analytics and evaluation of marketing investments: Due to the lack of a unified CRM system, it was difficult to track the effectiveness of marketing campaigns and calculate the return on marketing investments.
• Inconsistent work processes: The lack of standardized processing of inquiries led to the loss of potential clients and a decrease in service quality.

Our solution

Implementation of KeyCRM for the dry cleaner. KeyCRM is a Ukrainian CRM system designed for small and medium businesses. It provides effective customer relationship management through integration with various communication channels and automation of business processes. This system integrates with all messengers, the website, and telephony.

Implementation process

• 9 meetings were held to analyze and build the contact center’s business process.
• Business processes were described and configured in the CRM system.
• Virtual telephony was connected with the ability to store calls.
• Viber and Telegram numbers were connected.
• The company’s messengers were integrated: Instagram, Facebook.
• 3 company websites were connected.
• A deep integration with the accounting system for client data exchange was developed.
• 5 training sessions for staff were conducted.
• Ongoing support and consultations are provided.

Client’s results

• The client received well-structured and described business processes, which simplified the adaptation of new contact center employees.
• Centralized management of all inquiries from 8 channels.
• The marketing director can now track internet marketing metrics.