1C:CRM PROF in Centrosvarmash

The main volume of products Centrosvarmash, as well as many other enterprises of heavy mechanical engineering, releases by serial orders. At the same time the enterprise concludes rather small amount of agreements, completion date of each of which can make several months. Work on a warehouse at accomplishment of serial orders is absent as all products in work in progress already have marking of the specific order.

In interaction of engineering enterprise with the customer a considerable problem traditionally is the complexity of the organization of process of passing of the order in the enterprise. The route of processing of the order practically always contains many stages of approval. It is no secret that the product route is more difficult, the probability of loss of information between its stages is higher and the degree of responsibility of the specific participant of process is lower. Responsibility for processing of the order is blurred between all participants and therefore search of a weak link of a route becomes very problematic.

From the point of view of the client engineering enterprise often is a peculiar "black box" as after placement of the order the client does not control his execution at all. Obtain information on the course of order fulfillment and it can solve the current problems only at the come personal contact with representatives of service of sale. As a rule, the staff of service of sale can unofficial inform the client on a status of the order and even in certain cases to affect some parameters of its execution. At the same time the facts of interaction of the client with service of sale are not fixed anywhere, the relations such are, as a rule, not formalized and, as a result, are uncontrollable. Thus, the human factor has a considerable impact on a possibility of control by the client of a status of the order.

Earlier described problems took place and at the Centrosvarmash plant. In the event of default before the client it was very difficult to plant's management to analyze all history of process, to identify guilty persons and to draw organizational conclusions. At a large number of participants of a route on which there takes place processing of the order clarification of circumstances of its non-performance required considerable costs of time and did not guarantee identification of the objective reasons of a problem at all.

From the point of view of the management of the enterprise of the optimal solution allowing to provide necessary transparency of the movement of orders on route for the management and for clients the regulation of business processing of the order, continuous monitoring of stages of its processing and timely response to a deviation from planned targets were.

For effective management of customer relations specialized automated systems of the class CRM (Customer Relationship Managment) are used. These systems in addition to customer relationship management allow to solve also some other problems. For example, line managers and top managers can analyze a status of business processes, their efficiency, speed of accomplishment of each stage using a system, to find "bottlenecks" and also to obtain operational information about a current status of orders.

For the purpose of increase in transparency and gain of control over accomplishment of customer orders the management of JSC Centrosvarmash made the decision on implementation of the application solution "1C: Predpryatiye 8 CRM PROF" on the 1C:Enterprise 8 platform.

Project works of automation were charged to OMNITEK company (1C: Franchisee, Competence Center on production, Tver) having considerable experience of implementation of similar projects.

After carrying out preproject inspection specialists of OMNITEK company together with the commercial director Centrosvarmash developed the business process corresponding to real stages of a route of processing of the customer order at the enterprise. In the course of work it became clear that at stages of approval of the order by technical and economical services there was a loss of a considerable part of necessary information. Besides, it turned out that at stages of the technical analysis of the order the additional information from the client is often necessary. Therefore, in business process it was necessary to provide obtaining this information at the initial stages of work with the order and preserving it for the general use further.

Most of users of a new system already got experience with the solution "1C: Manufacturing Enterprise Management 8" implemented by OMNITEK company and which is successfully working at the plant since 2007 earlier. Therefore work with the system interface "1C: Predpryatiye 8 CRM PROF" did not cause difficulties in users. Considerably the user instructions and regulations of work developed within the project of automation for each workplace facilitated system learning and work with it.

Before input of a system in commercial operation its test run on the example of real orders was executed. At the same time each user had to perform the operations corresponding to a real situation.

After completion of the general and individual training the commercial director prepared the order on the enterprise which regulated work in a system, and announced that he from a certain number will trace and estimate work of employees on the basis of data from the implemented CRM system. Thanks to notable support at the level of top managers process of implementation took a little time.

Within the first month of commercial operation of the CRM system stages at which work with orders most often slows down were revealed. Users of a system in addition noted informational content of a chain of passing of the order and advantage of comments of participants of business process. Demanded also there was an accessibility to the electronic document revisions attached to cards of business processes – to scanned copies of agreements and letters with parameters of orders. Thus, in addition to the solution of the main objective of the project the task of creation of an additional tool of communication was in passing solved.

Vendor relationship management using the SRM system (Suplier Relationship Management) becomes one of the major tasks for the enterprises of heavy mechanical engineering often. For the solution of this task it is required to regulate process of order placement at the supplier and to remember history of the relations with it. Let's notice that different employee categories work with different types of suppliers at the plant. So, the order of spare parts for machines is executed by service of the chief mechanical engineer, and for the main production the relevant staff of service of supply is engaged in orders of raw materials depending on a type of raw materials. In total at the enterprise there are five user groups which can initiate procurement process of inventory items and services. At the same time procurement process for all groups is identical.

After completion of implementation of business processing of the customer order at the enterprise business process "supplier order" was automated. Automation of this business process demanded about two calendar weeks and allowed to arrange the relations with all supplier groups at once.