Reception and processing of customers' applications are carried out in manual mode with the usage of typical functionality of the accounting system which takes a lot of time.

Handy tools are used such as Excel, e-mail, paper records to speed up the reception of orders. The process is not effective and complicated for subsequent analysis, since only adjusted delivery orders are saved.

A functional work place of the contact- centre operator has been developed and implemented, allowing for the incoming call number to open a convenient application submission form with the initial information about the customer, formed nomenclature catalogue, sales history and information on delivery.

Saving order adjustment history with fixing individual performance indicators of contact -centre employees has been implemented. The module is integrated with digital telephony based on Asterisk.