Yunieldistribyyushn (1C:CRM standard)

The branch of 1C-Rarus company in St. Petersburg automated work of the Warranty Service Center in Yunieldistribyyushn LLC. The unified information system created based on 1C: CRM 8 and 1C: Integrated Automation 8 allowed the customer to strengthen control over processes of warranty service that positively affected quality of the rendered services.

"At some point we came up against a situation when the need for high-quality automation of process of warranty service became obvious. Earlier accounting of works and goods on warranty service was conducted in spreadsheets, and acts from the Warranty Service Centers which performed works for our clients, were brought in 1C:Enterprise 8. Accounting in different formats did not give the chance to analyze the cost of a warranty service, to separate normal sale from shipment on a guarantee and to control terms of execution of works by contractors (the Warranty Service Centers)", - Rashit Shaimov, the head of group on work with the Warranty Service Centers told.

The contractor for business process automation selected the St. Petersburg branch "1C-Rarus" as the companies already had positive experience of cooperation within implementation and support of software products of the 1C: Enterprise system.

For project implementation it was decided to use the 1C: CRM 8 and 1C: Integrated Automation 8 programs which are already used in the company, having configured their functionality under solving of tasks of the Warranty Service Center and having performed integration of software products. The unified information system created as a result was brought into commercial operation in 2 months after the beginning of works in the course of which section of a warranty service in 2 divisions of Moscow and St. Petersburg is automated. In the unified information system specialists of the following directions work:

• guarantee engineers;
• coordinators;
• accountant service center;
• sales managers;
• managers of the commodity direction;
• head service center;
• CustomerService;
• business controller.

The new information system based on 1C: CRM 8 and 1C: Integrated Automation 8 allowed the customer to control completely all processes of a warranty service, including terms of execution of works by the third-party service centers, and also pricing process. The comments received from clients confirm that a new system helped to increase really quality of the rendered services and loyalty of customers. Besides, it is possible to note the following project deliverables:

• All activities of the company for hardware maintenance are conducted in a common information space that allows to avoid duplication of information or its loss at transfer from one system in another.
• There was an acceleration of processing of incoming requisitions on warranty service for 20%: working in the unified information system, specialists of CustomerService have an opportunity in a few minutes to check existence of the warranty card and, depending on the region of location of the client, to select the warranty service center.
• Operational obtaining information on stages of passing of warranty service allows to control completely its terms and to immediately remove the causes of a delay of repair of the equipment.
• There was a possibility of maintaining the analytics directed to increase in efficiency service center and its further development, including the analysis of frequency of a customer appeal in the service centers and cost analysis on repair by brands and the natures of defects. This analytics allows to make the decision on the choice of the supplier and helps to plan activity of customer service quickly.
• The head service center has an opportunity to objectively estimate the amount of works executed by each employee.