BULPROS is an international corporation dedicated to IT solutions, products and services, specializing in cloud, security and digital transformation with a focus on technology and telecommunications, financial services, insurance, and healthcare. BULPROS is headquartered in Europe with offices in USA, Germany, Bulgaria, Poland, Canada, and the UK. BULPROS is one of the fastest growing technology companies in Central Europe according to Deloitte’s latest report “Technology Fast 50 in Central Europe” and “Technology Fast 500 in Europe, Middle East, and Africa” as well as in the “Inc. 5000 Europe”.
The most remarkable thing for me is that innotec succeeded in serving more than 1,000 contacts on a monthly basis with such a high quality of above 90%.
The project was to target 75% of the Global 500 companies. The goal: to cover 3 communication channels plus service 24/7.
The solution that innotec provided for BULPROS was a single point of contact for users in the event of incidents and service requests (MAC). We provided a point of communication for their customers and a point of coordination for “Event Management”. Additionally, the project included operational groups and processes in the area of incident management, back-end support and service support partners.
The project was prepared in 2 main phases:
The project went live at the end of 2014 with a fully operational team for inbound marketing.
The benefits for BULPROS were clear and measurable, including cost and process optimization: an average profiling rate of 80% with more than 1,000 contacts on average being handled monthly at a quality level in excess of 90%.