Severstal completed implementation of CRM from SAP

On October 16, 2014 JSC Severstal announced project completion of system implementation of CRM with participation consulting company BearingPoint. The project implements the SAP solution CRM.

Project Tasks

Project objective - automation of electronic marketplace.

Project Progress

During the project for development of CRM sales processes and marketing are transformed, work of contact center is automated.

Project Results

Use of SAP CRM provided:

• detailing of sales planning up to the specific client,
• automation of control of accomplishment of the plan for visits to clients,
• streamlining of marketing efforts
• introduction of interrelation of marketing efforts with customer appeals.
• sale of the mechanism of import of data from external sources for generation of potential clients and potential transactions.

During the project results are received:

• service quality due to collecting of the complete information about the client in one system and the choice of the optimal channel of interaction is improved

• sales by means of implementation of new processes on work with potential clients and potential transactions increased

• the number of the lost transactions as a result of automation and control of processes of customer interaction is reduced.

"This project gave us the chance to collect data from different IT systems in one place and to provide to the manager all necessary customer information: contact information, history of interaction, data on settlement, – Yury Shekhovtsov, the Chief information officer of JSC Severstal noted. – As a result information support of sales process improved, and managers began to spend less time for collection of information".

"As a result of implementation of this project we could implement new processes in work as with acting, and potential clients, to improve sales planning, - Dmitry Goroshkov, the marketing and sales director of the Severstal Russian Steel division told. – Besides, we could automate maintaining marketing efforts that should increase customer satisfaction and reveal new opportunities for improvements in our work with them. The project for development of CRM will help us to strengthen positions of the company as one of leaders in the field of development of IT technologies among the Russian metallurgists".