Invitro Independent laboratory (Microsoft Dynamics CRM)

The independent laboratory Invitro, the largest player in the field of commercial laboratory diagnostics in Russia, completed the first stage of upgrade of a customer relationship management system. The purpose of one of the main stages of the project on improvement of IT infrastructure — implementation of Microsoft Dynamics CRM, and its implementation the Invitro company entrusted specialists of Manzana Group.

Daily the network of medical offices under a brand of Invitro services about 20,000 patients. Completion date of laboratory researches can be standard (according to the price list of services) and urgent as many patients need to receive analysis results within several hours. As soon as results are ready, the patient of Invitro receives the SMS notification, and the form with data comes to e-mail. Work with huge amount of data from different information systems, high requirements to the processing speed of results – here only those few tasks which the staff of laboratory faces daily. For quality improvement of customer service and more effective work of specialists by company management the decision to use a new modern CRM system was made.

"Fast result and high-quality service – the main tasks of our laboratories. For effective joint work of specialists during the processing and delivery of results we need the reliable solution which will always work like clock-work. We stopped the choice on Microsoft Dynamics CRM. We very seriously approached the choice of the supplier of the solution. After viewing several companies the decision on cooperation with Manzana Group was made. Thanks to their experience with large networks, we were sure of a successful completion of the project", – Pavel Litvinov, the CEO of Invitro — Information Technologies LLC comments.

The main objectives which are solved using Microsoft Dynamics CRM:

• Automation of process of accomplishment of orders, including integration management between different medical IT systems;
• Management of the reference information: database of clients (cleaning and enrichment), product directory, organization structure, terms of accomplishment of tests, rules of order placement, etc.
• Management of relationship with the franchisee: maintaining transactions, accounting of activities, planning of sales volume, analyst;
• Providing quality management processes of work of medical offices of Invitro network;
• Management of marketing campaigns and communications.

"We understand that the main competitive advantage in the market of laboratory researches is a simple form of testing and fast obtaining results by the method, most convenient for the client — Pavel Litvinov, the CEO of Invitro — Information Technologies LLC adds. — Automation of work of our specialists was our main goal of transition to a new CRM system that, undoubtedly, increases the speed of providing results. Using Microsoft Dynamics CRM we can offer our clients and partners faster and high-quality services in the field of laboratory diagnostics".