Case Study: How Uzum Group Automated the First Line of Customer Support with Umnico

How tech unicorn automatically resolves 90% of customer inquiries in Telegram.

Uzum Group is a leading digital ecosystem in Uzbekistan. Founded in 2022, the company started as Uzum Marketplace, which quickly evolved into a ‘super app’ and became Central Asia's first tech unicorn. Today, Uzum Group is a key player in the region's rapidly developing e-commerce and digital services market.

The ecosystem comprises Uzum Marketplace, which offers a wide range of products; Uzum Avto, the car marketplace; Uzum Bank, the digital banking platform; Uzum Nasiya, the installment service; and Uzum Tezkor, the fast food and grocery delivery service. The company is deeply integrated into Uzbekistan's economic and social life, actively contributing to digitalization, sustainable development, and increasing the population's financial inclusion.

Problem: growing number of inquiries and integration issues

Uzum Group's rapid growth and development of new business directions significantly increased the number of customer inquiries. The speed at which customer inquiries were processed was slowing down, which negatively affected customer satisfaction rate. This was particularly evident on the Uzum Avto platform.

One notable aspect of communication in Uzbekistan is the widespread use of Telegram, while other messengers, such as WhatsApp or Viber, are less popular. Previously, Uzum Avto used a different platform to integrate Telegram with the Bitrix24 CRM system. However, after this platform ceased its support of Bitrix24 integration, the system became unstable.

Customers either received messages with delays or did not receive them at all. Additionally, the company needed a solution that could redistribute conversations among agents, automate routine tasks, and support payments in USD.

Solution: Bitrix24 and Telegram integration via Umnico

After analyzing the market and comparing popular solutions, Uzum chose Umnico for customer support via the messenger for the following reasons:

• Telegram for support. Umnico's certified API allows users to connect multiple Telegram accounts, initiate conversations, and track message delivery — all through the interface of Umnico or the chosen CRM system.
• Bitrix24 and Telegram integration. Umnico connects Telegram to a CRM, enabling direct dialogue with customers from the business system. The entire message history is available in CRM ‘Deals’ cards instead of employees' personal phones.
• Chatbots for routine automation. The Uzum team used an intuitive chatbot builder to create custom bots for automatically processing and assigning inquiries to agents.
• Flexible payment options. Umnico supports various subscription payment methods, including the convenient option of USD payment.

Results: reduced agent workload and improved customer service

Uzum Group uses Umnico across multiple business areas. Implementing the platform led to significant positive changes in the company’s operations, particularly within the Uzum Avto division.

• 90% of primary inquiries are resolved by chatbots. Thanks to automated responses and an inquiry assignment system, only 10% of first-line customer support inquiries now require human intervention. This enables operators to focus on complex tasks and improve service quality.
• Stability. Consistently reliable message delivery is critical for maintaining high service levels and increasing customer loyalty.
• Convenient payments. The ability to pay for services in USD officially allowed the accounting department to avoid a complicated payment process.

Currently, Uzum Group is considering expanding Umnico usage to its other business areas. Among them is Uzum Academy, an educational project that plans to implement Umnico chatbots.

Umnico omnichannel platform enables centralized management of all customer interactions, including those via messengers, social media, live chat, email, and VoIP telephony. By organizing conversations and automating responses, businesses can shorten a sales cycle, increase sales, and give managers full control over employee performance. The platform easily integrates with popular CRM systems and enables to create chatbots powered by GPT-4.

Use Umnico to systematize and automate customer communication in instant messaging apps. A free trial period is available to all new users.