The oldest energy company of Russia implements SAP CRM

In 2014 Lenenergo is going to implement a customer relationship management system. Including acquisition of program licenses by the contractor, the company estimated the total cost of the project approximately at 20 million rubles, and integrator on accomplishment of these works it will select in August, 2013.

A system will be constructed based on the SAP solution CRM 7.0 and to work running Linux Enterprise Server 11 Suse OS, follows from terms of reference on execution of works. As DBMSOracle Database of version 10 will be used above.

The services "Lenenergo" participating in the course of customer interaction regarding support of relevant base of client data and operational data entry of customer appeals will become users of the CRM system based on a SAP software. In total in the company there are nine such services.

As envisioned by Lenenergo, CRM should ensure simultaneous operation in total not less than 300 users.

The purpose of creation of the CRM system in Lenenergo call increase in efficiency of process of customer service and also providing the most high-quality services and information to the consumers who addressed to the company concerning power supply.

A system should provide registration and maintaining customer appeals with classification by types – the statement, the complaint, consultation and a response, formation of the database on customer appeals, including their personal, address and contact information, search capability of addresses according to input data of the client, maintaining terms of processing of addresses, management of the attached files attached to addresses and control of accomplishment of tasks by the staff of Lenenergo of processing of addresses.

Besides, the CRM system will allow to create tasks of informing clients on increase in terms of consideration of their addresses with indication of the reasons and to create reports on customer satisfaction, on results of work of Lenenergo customer service centers, etc.