E4 group (Microsoft Dynamics CRM 2011)

With growth of the customer base in E4 group realized need of improvement of information support of sales processes, marketing, vendor interaction and economic safety of all holding. The tools (The MS Excel and independently developed solution) working earlier ceased to meet the growing requirements.

"We have very big, complex base of clients who are geographically separated, with each of them there is multilevel, distributed on time relationship connected with accomplishment of technology difficult contracts, - the Chief information officer of E4 group Alexey Kukanov tells. – Therefore maintaining a contact information, a binding of payers/partners to specific clients, their segmentation on different groups - i.e. complete management of base of clients, partners and suppliers became priorities of automation of Directorate on sales. Besides, the Directorate on sales needed automation of business sales process of services and projects. Required formalizations and accumulated information - communication of clients with subcontractors/suppliers, the directory of services and products, the efficiency of divisions of marketing and sales directly depends on it. To our management analytical reports on sales are necessary, for marginality of projects, volumes of future contracting, results of participation in competitive procedures, results of negotiations and perspective projects".

Solution

The supplier of Microsoft Dynamics CRM – CORUS Consulting company - developed for "E4" the specialized solution in which management of the customer base, maintaining a contact information of clients, a binding of payers or partners to specific clients, customer segmentation on different groups, management of base of partners, suppliers of the company, management of history of customer relations (possible transactions, correspondence, the accepted offers, information on failures, participation in marketing efforts), etc. is implemented. Business sales process of services and projects of the company, management of accumulated information is automated: communication of clients with subcontractors/suppliers, directory of services and products, perspective projects.

The mechanism of stop-lists became one of the most interesting functions of a system. It is the list of clients with whom only the responsible can work. In a system there is a possibility of distribution of business partners between employees i.e. if the client is added to the stop-list of the manager, then his colleagues from the same division have no rights to work with it without the corresponding request to the head.

Besides, in the CRM system process of preparation of documentation for participation in tenders is automated that is especially important for our company.

The project was implemented in 5 stages: analysis of business processes of group, design and system design, system development, deployment and trial operation.

Results and plans

"With implementation of Microsoft Dynamics CRM it became really simpler to work with clients, the efficiency of responsible managers significantly increased. We could structure the customer base, aggregate information on all clients, created conditions for faster and high-quality customer service and also the effective mechanism of control of work with clients in the company". Andrey Fadeyev, account director of JSC Gruppa E4.

Transfer to the new version

At the end of 2011 the company management E4 Group made the decision about transition to the new version of the Microsoft CRM 2011 system. It was talked not just of transfer of settings and modifications of the current solution, but also of substantial increase of effect of its use.

Specialists of CORUS Consulting group quickly executed transfer of CRM on the version of 2011 as a result of which became available to users the updated role interface, panels of monitoring and analytics, the module of management of the individual and group purposes, new opportunities of team work, including task allocation and transactions on a command, setup of business contacts between any objects of a system and also audit of actions of internal users to data protection about clients.

"The management of E4 group provided a question of transition to the new version of a system even during implementation of CRM. Now it is possible to tell with confidence that this tool is used most effectively. What is especially important, the management realizes all advantages of "CRM approach" to business, and the existing system works at a basis of competently delivered processes", Mikhail Kostylov, the head of production department of CORUS Consulting group notes.

According to Andrey Fadeyev, the account director of JSC Gruppa E4, "experts of CORUS Consulting group executed transfer to the new version of Microsoft CRM 2011 to very short terms, and that is especially important, almost imperceptible for users of a system".