Gazprom Marketing & Trading

Gazprom Marketing & Trading is a wholly owned subsidiary and the marketing and trading
arm of OAO Gazprom, the world’s largest gas producer. Headquartered in the UK, it has
offices in seven countries around the globe, offering a variety of energy services. These
include gas and electricity marketing, trading and supply, energy management, shipping &
logistics and business development and downstream activities.

Case Study

Background

Gazprom Marketing & Trading found its communication systems and meeting resources stretched following a rapid growth phase. It used ComXo’s Outsourced Switchboard and MultiVoice conferencing in the Business Services Mobile App solution to increase its capacity.

The Challenge

The last few years of growth for Gazprom Marketing & Trading have been exponential. Reception Team Leader Joanne Tartanus recalls that when she started in 2007, there were 75 staff. Today, there are over 500. “The number of calls increased, and we found that we couldn’t handle the volume by ourselves,” she says. “Even with seven receptionists, the team was constantly overworked, and some calls would go unanswered.” The company’s meeting rooms were also filled to bursting point. “We were overwhelmed with meeting requests. Occasionally, we would have to turn people down,” Tartanus recalls.

Our Solution

Outsourced Switchboard

When Gazprom Marketing & Trading’s busy reception desk is overloaded with calls,
ComXo’s switchboard service now takes over, and processes roughly 500 calls per month
for the company. The energy company also uses ComXo’s MultiVoice conferencing service
to manage conference calls for a variety of different executives.

Always current data & workflows

  • Contacts are connected to relevant FAQs and workflows
  • Starters & leavers updates will automatically identify any broken processes

Correctly directed calls

  • Sophisticated key word search
  • Scenario based call handling
  • Bespoke qualification process
  • Complex escalations considering rotas, locations & types of law

Identifying Inefficiencies

  • Review of MI to improve processes
  • Processes tailored to achieve first call resolution
  • Trend analysis to continue to drive efficiencies
The Result
By implementing ComXo’s Outsourced Switchboard, Gazprom Marketing & Trading is able to leave its switchboard activities to experts and concentrate on its core activities, safe in the knowledge that its brand and reputation is in safe hands. The Business Communication Portal allows Gazprom to keep everyone informed in the event of an emergency and as this is completely managed by ComXo, on a 24 hour a day, 365 days a year basis, messages are sent and followed up quickly and effectively, providing complete peace of mind.
Service Level Experience
Accurate knowledge database
Increased Efficiencies
Business continuity & Resilience
Gazprom Marketing & trading
Reception Team Leader

The number of calls increased, and we found that we couldn’t handle the volume by ourselves. Even with seven receptionists, the team was constantly overworked,
and some calls would go unanswered. ComXo has been a godsend.

Find out more about the solutions used

Outsourced Switchboard

Business Services Mobile App