Imperial Tobacco (Oracle Siebel CRM)

Konstantin Shurygin, Chief information officer: A poor set of the reporting which we at that time could collect was the main premises. Sales representatives filled out paper reports which then were manually transferred to a certain self-written system. Naturally, about any efficiency there could not be also a speech. Not a rarity when the log before creation of the report took month the moment of filling of a form. Plus to everything both in the course of filling, and at input a huge number of errors was allowed. Because of it, in turn, it was necessary to distract considerable human and temporary resources on numerous checks. And eventually self-written software at achievement nobody critical amount of data ceased to cope with the tasks assigned to it.

How did select the CRM system? Whether it was necessary to make any changes or deep additional tunings?

We had no possibility of the choice. Our parent company already used the solution based on Siebel CRM. So we should or remain on what was and ceased suit us, or to implement what is used by all group. We selected the second. Especially as the solution which was applied in group was already adapted for specifics of our business. And in general it is the general practice for any large company regardless of the industry. There are also those who support such system. So we needed only to formulate requirements which are imposed by our local market. And the fact that we implemented this system nearly the last in group practically guaranteed us against any unpleasant surprises. Defects even if they also were, were eliminated long before we ripened before implementation of an all-corporate CRM system. Though, of course, the Russian specifics imposed certain amendments, sometimes quite essential. It should be noted that our many wishes were considered at the next updates.

Whether it was required to buy the server hardware and DWH? And if yes, that as there took place the choice?

All business applications including CRM, are located on platforms of group. In other countries where Imperial Tobacco, a situation just the same works. So this section not in my competence.