BPMonline CRM

The Terrasoft group brought into commercial operation the BPMonline CRM system in Yandex Company.

In April, 2012 200 employees of Yandex Company at different offices, from Novosibirsk to Odessa, began work in the BPMonline CRM system. In the near future about 100 more employees of the company will join work in a system.

"Yandex" is the leading Russian Internet company owning the search system, most popular in Russia, and the Internet portal. According to LiveInternet, in March, 2012 the share of search of "Yandex" in the Russian market made 59.4%. Monthly audience of the yandex.ru portal — 46.8 million people (data of comScore Media Metrix for March, 2012). "Yandex" is present also at Ukraine, Kazakhstan, Belarus and Turkey.

In July, 2010 Yandex Company made the decision on replacement of the existing CRM system. The growing quality requirements of customer service made obvious need of implementation of the new CRM solution. Six software providers took part in the tender. As a result of tender business users of "Yandex" by method of a direct vote selected the BPMonline CRM system of Terrasoft company.

Project implementation started with a stage of formation of requirements to a new system. The command of Terrasoft company polled more than 50 employees of "Yandex" with the purpose to adapt a system for needs of 10 departments at 8 offices of Russia and Ukraine.

Optimization of work of different departments of commercial department, including a back office, for ensuring the best customer service quality became the main objective of the project.

BPMonline CRM gave new opportunities for management of both relationship with external clients, and internal processes of the company. All information on each client – a contact information, the complete customer interaction history, including the history of addresses is stored in a system. The staff of the company has access to reports according to the results of meetings, to telephone negotiations with clients, to email messages and results of other communications with clients. The possibility of storage of all data on the client in uniform information space allowed to reduce time of processing of each subsequent address.

The possibility of step-by-step processing of the requests arriving from clients became important result of system implementation. The request created automatically on the basis of the incoming letter gets to a system, further CRM manages process of its processing, generating tasks to responsibles taking into account fixed terms of service. The effective system of notifications allows to monitor quickly changes in processing of addresses and to give the answer to the client in the shortest possible time.

In the project progress integration with commercial services of "Yandex" was carried out that allowed to trace what of them the client used. This information is used at segmentation of the customer base and preparation target by email - and SMS mailings. Also integration with other systems used by the company, including with billing and the management program for projects and tasks of Jira was performed.

Besides, a system allowed:

• obtain operational information about debts of clients to the company,
• adjust process of redistribution of the customer base between managers depending on efficiency of their work,
• to completely automate work with queue of customer appeals and internal requests.

With implementation of the project the possibility of control of work of both individual employees, and groups, departments and branches in general appeared. It was succeeded to reduce time for report generation at the expense of previously configured templates.

"We are sure that clients of 'Yandex' will feel changes to the best in the field of service as now our employees are provided with the modern industrial CRM solution" - Pavel Tsapyuk, the head of CRM service of Yandex Company comments on the project.