CRM integration into Communist Party committee

Customer

"Communist Party committee" is an old client of ELMA. Cooperation began with ELMA 2.5 system implementation in 2009. Since then the company develops together with ELMA. A system has new opportunities, they in turn cover the growing requirements of dynamically developing Partkom company.

Development of a system

The ELMA system was implemented into the organizations for increase in efficiency of conducting work with clients when processing orders and different requests. The Partkom company distributes the products and conducts work with clients by means of the website.

On this website which is online store there is a complete list of functionality for work with clients. Clients can be registered on the website, obtain information from personal accounts and execute orders according to the directory of goods and use other different functions. Today practically each action initiated by the client on the website is processed in the ELMA system. For processing of all actions in a system business processes are used.

Specialists of ELMA within an implementation project built a chain of processes which up to this period perform maintenance, work and operational customer interaction of the website Communist Party committee.

In February, 2013 the Communist Party committee company was transferred to the ELMA 3 system. The mechanism of interaction of work with the website remained the same.

The Potential Client and The Authorized Client functions were implemented at a stage of implementation of ELMA 2.5 therefore having completely passed to the ELMA 3 system, having felt its potential in development of the CRM direction, the customer announced an initiative about continuation of building of the subsequent stages of this business model.

In May, 2013 the commercial director of Partkom company initiated a new implementation project which carries the name "CRM integration". Its essence consisted in implementation of the stages "The First Order" and "Potential client", according to the scheme which is put in a basis of a business model of work with clients of Partkom company. Development and support of the relations with regular and potential clients and also monitoring in them was the main direction of this project.

Monitoring of partners

Data on all clients of the website Communist Party committee are stored in the ELMA system in the module CRM. On each client the responsible person is designated. Monitoring, in the context of this process, is called creation of new relationship (call) on the person, responsible for the partner, with any set frequency.

Within this project changes were made to an object Partner. Daily (1 time a day, at 1 a.m. when load of the server is minimum) there is a search of partners, on all found partners, relationship (call) which is appointed to the person responsible for the partner is cyclically created. After relationship creation the Date of the Following Monitoring property is displaced for a month or for three months ahead, depending on the status of the client.

Such mechanism was developed for tracking of transition of clients from a status of permanent, potential in a status: process which once a day addressed the website and requested the list of new clients who for the last day executed more than three orders. Then business process processes this list and activates software them monitorings. Control of recession of activity of partners

Also business process which would monitor recessions of activity on clients was necessary. For example, the client ordered every week for half a year about 6-7 goods, and suddenly sharply stopped performing orders. In order to avoid such situation sale of the mechanism which would prevent loss of clients was required and announced responsible the happened recession of orders.

The resulting list is processed by business process, and on each partner on the responsible person relationship (call) which purpose is recovery of the relations with the client is created.

Changes of WEB of an intefeys

Also, for convenience of work of managers with the module of the Customer Relationship Management System of ELMA, corrections were made to standard displays of the system interface. Excess links which are now entered in the ELMA system through special service were deleted. Cards of the partner also underwent high-quality changes.

Result

Combining possibilities of the BPM platform and the module CRM+, the Partkom company could organize bases of partners, contacts and relationship, to receive convenient instruments of sorting and search of the necessary information and also purchased a number of additional specific functions, in particular, integration with the IP telephony system. As result, upon completion of the project, we have two, systems which are closely interacting among themselves – the website Partkom and the ELMA system. Implementation in them coherent and cross processes allows to trace, support and develop the relations with all active clients of Partkom company. Upgrade of a system will be carried out and further, ELMA have all necessary resources for improvement and satisfaction of requirements of quickly growing company.