DPD completed implementation of CRM

CORUS Consulting Group won the tender for implementation of the software solution of CRM in service of express delivery of sendings and loads of Armadillo Business Posylka Ltd (DPD).

Start

As the platform of automation, based on tender, the product Microsoft Dynamics CRM 2011 is selected. The system integrator CORUS Consulting Group became the partner in implementation.

Opinion

"To us the complete solution on management of service and sales which would solve all range of problems of customer interaction and work with addresses of both internal, and external users was required, - the commercial director of DPD in Russia Leonid Zondberg noted. – We stopped the choice on Microsoft Dynamics CRM as guarantees of vendor on development and support of a system protect our investments in technology, besides, this platform differs in modern architecture, powerful analytical opportunities, usual in both a user-friendly interface and high scalability".

Objectives

The tasks of automation of sales and processing of customer appeals, increases in a customer loyalty are set for CORUS Consulting Group, providing the most operational and high-quality service and upgrading key business processes of the logistic company.

Special attention will be paid to activity of employees, their interaction among themselves and with clients. The project team purpose - increase in control of work of employees due to use of specialized reports and automatic reminders on terms of accomplishment of tasks, formation of the summary management reporting and creation of the uniform customer base with a further possibility of its segmentation.

Expectations

On project finish the management of DPD in Russia expects reduction in cost of involvement of the new clients and service existing, reduction of a cycle and cost of sales, increase in number of the closed transactions and increase in profitability from the existing clients. It is planned that in a system more than 150 users will work.

It is characteristic

Distinctive feature of the project is automation on the Microsoft Dynamics CRM 2011 platform of work not only department of sales, but also department of customer service.

The project - one first Russian on implementation of Microsoft Dynamics CRM in the logistic company.

Integrator

"In this project we are going to gain synergy effect of combination of our examination on implementation of CRM and considerable experience of automation of logistic business: in a portfolio of our company more than 40 projects for logistics, - Maria Bar-Biryukova, the director of the department of CRM of Corus Consulting.-logistics — Science about Accuracy. It Concerns including Technology of Sales. Implementation of Microsoft CRM Will Allow to Increase Profit due to Reduction of Time of Transactions and More Effective Work of Staff of Commercial Directorate, Besides, the DPD Company Will Have an Opportunity to Provide to the Clients Service of Higher Level Group comments.

Project Results

On June 27 20014 years the CORUS Consulting group announced project completion on implementation of the CRM system in the international delivery service of sendings and loads of DPD.

Specialists of the contractor automated key sales processes, implemented passing of the transaction on stages and created in a system uniform base of clients of the company with a possibility of segmentation by the set criteria. By means of use of specialized reports on terms of accomplishment of tasks at each stage of customer interaction control over work of staff of commercial department is increased. Heads in short terms prepare the summary management reporting, using the uniform tool for data analysis.

Within automation of service of processing of addresses are adjusted:

• automatic identification of the client,
• distribution of addresses to different queues according to geography of the client,
• processing of the arrived requests depending on a subject, categories of urgency, availability and qualification of consultants of department of service.

A system performs automatic informing clients on a current status of the request. More than 20 reports are created.

In the CRM system process of studying of level of customer satisfaction works with quality of the rendered services. Poll of clients is initiated by management of marketing by call-down, mailing by e-mail, etc. Results with a binding to the specific client are analyzed in a system. On the basis of the received analysis results and also considering the history of customer orders, marketing department has an opportunity to do selection on customer groups for further target interaction.

The CRM system is integrated with the internal portal on the Microsoft SharePoint 2010 platform, the ARGIS database, the data warehouse on the Oracle platform.

Leonid Zondberg, the commercial director of DPD in Russia and the CIS countries, told: "Implementation of Microsoft Dynamics CRM allowed to reduce the number of routine transactions of staff of department of sales, to reduce a cycle and cost of an execution of transactions. Using the configured reports for employees, we could improve control of work of commercial department considerably. Automation of work with addresses became not less important part of the project. According to statistical data, ¾ clients will refuse work with the company because of unsatisfactory work of service of service, but at the same time 90% are ready to address repeatedly even if in the course of service there were problems which were timely resolved. A new system allows to process quickly all addresses which arrived to us, to cut answering interval almost by half and practically to exclude the delays caused by a human factor. The system developed by CORUS Consulting Group became the tool for complex data analysis on sales and customer appeals that allows to study not only the history of orders, but also customer satisfaction level. Considering these parameters and experience of the previous customer interaction, we can selectively address customer groups and work with them more effectively".