CCiL Implementation at OJSC VimpelCom

Project Tasks

Under conditions of stiff competition among mobile communications operators on the Russian market, optimum construction of a corporate knowledge management system based on knowledge obtained and continually being acquired during a company’s activities is a task of primary importance. Knowledge management refers to data formalization, access to employees’ practical experience, and the creation of new potential for improving activities and promoting innovation.  The tasks to be solved by implementing a knowledge management system were primarily related to improving the quality of VimpelCom’s customer service. In 2005, VimpelCom decided to study the potential for optimizing knowledge management inside the company.

Chosen Solution

Knowledge management system implementation project was realized. System developer: American company InStranet.

Project Management

A combined AT Consulting and InStranet team implemented and set up a CCIL system, integrated it with the CRM system, and provided support for the startup and activities of a group of users throughout the operation of the pilot system.

Results Achieved

A CCIL system has many advantages. It is a convenient interface with extensive information search capabilities, a convenient document storage structure, and much more. CCIL provides a means of monitoring information use, testing employees’ knowledge, and allocating access to information.Integration with the CRM system allows an automatic search for the information a customer needs. The application is intended to supplement the integrated customer relationship environment with a knowledge management function and will be used by seven thousand business office and customer service office employees in nine time zones.