Documentolog AppOpen in the app
logo

Documentolog Company Launches Project to Transform Customer Interaction Business Processes

As part of the project, we have introduced a new management position - CLIENT ADVOCATE/Head of Service Quality Development, whose responsibilities include not only managing the Customer Support Service but also representing customer interests within the company.

3 min.

15.11.2020

245

Gulzat Temirbayeva

Digital marketing manager

The goal of the transformation project is to ensure an even higher level of service quality and customer orientation.

As part of the project, we have introduced a new management position - CLIENT ADVOCATE/Head of Service Quality Development, whose responsibilities include not only managing the Customer Support Service but also representing customer interests within the company.

This means that for any issues that, due to certain circumstances, could not be resolved through standard business processes, any customer can turn to the Advocate. After the Advocate resolves the customer's issue, we will investigate and analyze the reasons and circumstances that led to difficulties in resolving the issue to avoid their recurrence in the future.

To lead this important and responsible work, we have invited Ayaz Zhakabaev, who has 15 years of experience in service quality management. Under his leadership, various successful projects to enhance customer service were implemented at JSC "TsESNA Bank" (later JSC "Jýsan Bank").

To implement the transformation, we plan to introduce new approaches to interacting with our customers in the near future, such as:

1️⃣ Approval of strict customer service regulations;

2️⃣ Integration of the Customer Personal Account (cabinet.documentolog.kz), through which all requests to the support service were submitted, into the Documentolog system interface. This way, we not only eliminate the need to work in two systems but also provide every EDM user with the opportunity to submit requests;

3️⃣ Introduction of the concepts of CSI - Customer Satisfaction Index and NPS - Net Promoter Score to assess service quality.

? CSI will be measured immediately after processing requests to analyze our customers' satisfaction: Was the issue resolved? Is the customer satisfied with the resolution?

? NPS will be used to assess customer loyalty: How likely is the customer to recommend our products to their acquaintances and friends?

4️⃣ Development and launch of a training course on the basics of working in the "Documentolog Associate" system. The course will include video lessons and testing. Upon successful completion of the course, each user will receive a certificate;

5️⃣ Creation of a single window for processing, executing, and analyzing all requests and inquiries from users, regardless of the source of the request - personal account, phone, social networks, etc.;

6️⃣ Implementation of a process for assessing service quality, which will receive special attention;

and much more.

We believe that our responsiveness is the high efficiency of our clients.


An effective business chooses Documentolog!

Share the link on social media:

Read more

16.07.2025

We conducted an audit of the information security of our solutions

In Documentolog, information security is one of the key priorities. We understand that the trust of our clients and partners largely depends on how reliably our services and data are protected.

04.07.2025

Integration of Documentolog and Bitrix24: sign documents online directly in CRM

We have completed the integration with the Bitrix24 system, which allows companies to manage electronic document flow directly within the CRM, without the need to upload or send files manually.

20.06.2025

CEO Documentolog Baizhan Kanafin joined the Consultative Council of UNICEF in Kazakhstan

UNICEF in Kazakhstan held the first meeting of the new Consultative Council — an expert platform uniting business and media leaders to promote the rights and well-being of children.