ITG (INLINE Technologies Group) (SAP CRM)

Premises of SAP implementation of CRM

Success of business of the system integrator in many respects depends on efficiency of personnel on sales and also accurate planning of sales opportunities since the sales cycle has rather big duration (from 1 to 12-14 months). An important element for successful work is full control of all sales process and effective planning of volume of potentialities of sales. The tool allowing to keep track accurately of the status was necessary for the employees working with clients and to systematically conduct all sales process: fix phases of sales, products, competitors, partners and also to connect to sales process of staff of different divisions (the technical specialists, project managers responsible for products). Besides, for heads of personnel on sales it is necessary not only to determine the purposes by sales for each of managers, but also to have an opportunity in real time to estimate their achievement.

Project Implementation

The project on SAP implementation of CRM was completely implemented by a team of consultants of Masterdata company within 6 months. In the course of implementation business needs for automation of work of personnel on sales were accurately defined and also many features of project work and "know how" of the company of Inline Group are considered. It is important to note that within the project Masterdat's consultants managed to use standard functionality of SAP CRM to the maximum that, certainly will allow to develop in the future harmoniously the project and to reduce to a minimum potential costs at the subsequent updates of a system. Besides, the best world practices of SAP (Best Practice) used in the project put in SAP application of CRM gave the chance to significantly optimize processes of work with clients in the company and also to save considerable resources at implementation.

Project objectives as a result of SAP implementation of CRM are achieved:

As a result of project implementation the Inlayn company in a short time received the new tool for the active growth of business:

• The uniform base of clients for the different directions of business Inlayn is created
• The efficiency of personnel on sales is increased
• Duplication of addresses of the client on the same question is excluded
• The possibility of effective customer segmentation on ITG companies is implemented
• The powerful analytical tool on sales planning (opportunity management) and business sales processes (activity management) by ITG companies and in general on group is implemented
• The concept of security and differentiation of accesses to client and financial information in a system is implemented
• The concept of security and access isolation to client and financial information in a system is implemented

Plans for the future

It is obvious that the weighed approach to volume to implementation "step by step" allowed to get quickly good result and competitive advantage in the market. Nevertheless, the rich functionality of the SAP solution CRM gives the chance of Inlayn company to plan further active development of the solution. In the closest plans of the company:

• Integration with a financial system
• Implementation of functionality of Contact center (Customer Interaction Center)
• Development of analytical systems capabilities