New city (Microsoft Dynamics CRM)

The Navicon company completed the project on interaction process optimization about partner service in NEW CITY company. Within the project the portal of services was developed and also work of the CRM system operating in the company is optimized.

The NEW CITY company is engaged in production and completion of devices of financial self-service for the organizations imposing increased requirements to safety of execution of operations and reliability of the equipment. It is possible to select three main activities:

• production of devices of self-service of own development;
• adaptation and pre-sale preparation of ATMs and devices of self-service;
• production of security systems and video surveillance systems for self-service devices.

The company actively develops network of the local service partner companies for quality improvement of service of the solutions.

Work with service companies required increase in efficiency of interaction. For the solution of this task specialists of Navicon company who proposed the complete solution were invited:

• creation of the separate partner portal;
• optimization of the CRM system operating in the company – Microsoft Dynamics CRM.

First of all, the CRM system was finished under requirements of the customer regarding automatic order taking from clients for service maintenance of ATMs and terminals. The service created by specialists of the IT company "sorts" the file sent in the XML format in the automatic mode, creates requests on its basis and puts them in queue. Besides, the service allows to respond in the automatic mode to the requests of clients on the status of the previous requests. All history of interaction is automatically displayed in the CRM system.

The portal of services developed by Navicon company offers each employee of the service partner company access to personal account in which information about arrived is displayed, only for this specific employee, requests for service maintenance. It became possible, thanks to on-line of integration of the portal with the CRM system. Each request can be unloaded from the portal in the form of the text file and to save on a local resource or to print.

Kostin Sergey, the director of the Service center of NEW CITY company, speaking about project results, notes: "We considerably accelerated work on response to incidents and significantly increased efficiency of interaction with the service partner companies. Consolidation of data in a uniform CRM system minimizes risks of use of malformed data. The quality of functioning which are ensured to us by Navicon company satisfies us therefore the decision on continuation of cooperation was made. In the future we are going to carry out integration of the CRM system and the IP telephony".