Customers: To mile of the CIS (Miele)
Contractors: Manzana Group Product: Microsoft Dynamics CRMProject date: 2012/02
Number of licenses: 100
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The producer of home appliances of a premium class, Miele company, passed to the new system of sales. According to a new system for customer relationship management the solution based on Microsoft Dynamics CRM developed by Manzana Group company was selected.
The German company Miele, one of leading manufacturers of home appliances in an upper price segment, more than 10 years successfully works at the Russian market. Until recently the company used model of product sales, traditional for the market of home appliances, - through the authorized dealers. Aiming to optimize this process and to make it more managed, the Miele company started the global project on transition to the system of sales through the agents acting on behalf of Miele (MCA *).
According to the new system of sales agents-sellers show goods to the buyer in sales points, provide necessary consultation, make out the agreement of retail purchase and sale (order). After the order is issued, it is transferred for processing to Miele. Further maintaining the transaction, performing calculations and the goods delivery to the buyer is controlled already directly by the staff of service center of buyers (Customer Care Center) of Mile SNG LLC company.
The tender for implementation of information technological support of the MSA project in Russia was won by Manzana Group company - the certified partner of Microsoft Dynamics.
"The solution architecture and the contractor on development were selected from result of carrying out the tender. At decision-making we were guided by a number of indicators: functionality of the offered CRM system, existence of qualitative technology of implementation, rich experience of successful projects, scalability of the solution, data security. Manzana Group showed the best results on all these indicators", - Elena Ladanova, the business analyst of Miele company comments.
For implementation of the new scheme of sales the complex IT solution including was constructed:
- The Internet portal for trade representatives-agents;
- The centralized control system of customer relations based on Microsoft Dynamics CRM;
- Management subsystem finance and a warehouse based on the accounting system used in the company.
This complex of solutions provided all necessary tools for a design and maintaining the transaction, storage of uniform base of clients and business partners, calculation of settlement between participants of sales process. Today the staff of front-office Miele - sales agents - conducts all the work on the Internet portal: make out orders, print automatically forming documents, interact with the central office. All this activity instantly is reflected in the CRM system, and the staff of back-office (Customer Care Center, marketing) have an opportunity means of CRM to process orders, to manage a product catalog, shares and rules.
- MSA (Miele Chartered Agency) - the system of representatives of Miele of Partners.