Automating a Retail Chain: How to Unite 30 Branches and Stop Losing Customers?
How We Reduced Missed Calls from 40% to 0% in a Network of 30 Optical Salons
Implementation of a centralized call center based on Mango Office and Bitrix24. Removed phones from doctors, set up dashboards, and are now automating purchases.
Situation "Before"
The optical salon network was growing, but the telephony structure remained "local." Each location had its own direct number. Calls went directly to the salon where the administrator or optometrist was supposed to answer.
Reality: The doctor is busy fitting glasses for a client. The phone rings, the doctor ignores it (the client in the chair is more important). The result — the phone just lay on the table.
Business Pains:
Our Solution
We completely restructured the logic. Removed phones from locations and integrated them into a single virtual circuit. Implemented IP-telephony Mango Office and connected it with Bitrix24.
Single Call Center Instead of 30 Phones
Now the client calls the usual salon number but reaches a professional call center instead of a busy doctor.
We set up carousel distribution for 10 operators. If the first is busy, the call instantly goes to the second, third, and so on. Wait time on the line is less than 5 seconds.
"1 Minute" Rule and Dashboards
Even if all 10 operators are busy (peak load), the system records the missed call. A robot automatically sets a "Call Back" task with a deadline of 1 minute. If the manager doesn't call back, a notification is sent to the head of sales.
We created a Dashboard for the owner and marketer. Now the efficiency of each salon and the actual load are visible.
⚡ Right Now
The client stayed with us for support. We are now developing a centralized purchasing system for the warehouse. The robot will analyze the stock of lenses and frames at 30 locations and create orders for suppliers.
Implementation Results
We removed the "noise" from the salons. Doctors focus on medicine, and sales are handled by professional operators. The network's revenue increased because every incoming call is now handled.
| Missed Calls | 40% → 0% (SLA 1 min) |
| Routing | Direct Number → Carousel (10 operators) |
| Transparency | Black Box → Complete Analytics |
Do You Have a Branch Network?
Retail, clinics, or pick-up points — we know how to build a unified control system. Leave a request for a telephony audit.