NaviCon implemented Microsoft Dynamics CRM for IKEA Shopping Centres Russia company

On November 6, 2014 the NaviCon company successfully completed the next project for IKEA Shopping Centres Russia company - the Microsoft Dynamics CRM system effectively functions in several shopping centers of the company in Russia in the directions:

• Leasing (work with tenants),
• Loyalty (support of programs of loyalty of buyers),
• MediaSales (advertizing).

Choosing a Solution

For these structural units of Microsoft Dynamics CRM is unified information environment, with the general database of clients and integration with the systems of management accounting and the website of the company now. At the same time each division uses the specific functionality and appropriate levels of access to elements of information environment.

Project Progress

The network of shopping centers MEGA is the investment project of the Russian division of group IKEA, IKEA Shopping Centres Russia. Today in 11 largest regions of Russia 14 shopping centers MEGA are open.

In a project deliverable of implementation of Microsoft Dynamics CRM the following blocks of functionality were developed:

• maintaining the general database of clients (at different stages of a sales cycle) and its synchronization with the Microsoft Dynamics NAV system. History of all customer interactions, active/inactive agreements, presence in premises, etc.
• management of promo-companies, storages of history on them and also a possibility of automatic creation of agreements on the basis of information on promo-company;
• database maintenance of tenants with the layered design allowing to reflect difficult, not always hierarchical communications of the companies, legal entities, brands and shops. With a possibility of fixing of areas of responsibility for managers;
• management of all chain of processes on work with tenants, from appearance of the potential tenant before making decision on the conclusion of the lease agreement with it;
• possibility of a binding of interactions with the tenant at the same time to different elements (to the marketing company, several brands and several shops);
• possibility of convenient access and analysis of the available information on clients (tenants);
• differentiation of access rights and information display for different user groups;
• integration of Microsoft Dynamics CRM with the system of management accounting Microsoft Dynamics NAV and the Maconomy financial system;
• integration with the Customer's website.

In the course of integration of Microsoft Dynamics CRM with external systems and primary loading of the reference information work on detailed reconciliation, cleaning and correction of handbook data was carried out.

Result

The main results of an implementation project of Microsoft Dynamics CRM in IKEA Shopping Centres Russia:

• Availability of the database of clients, uniform for all divisions, with the complete verified and up-to-date information.
• Business process automation in each division.
• The accurate automated algorithms of approval of requests and agreements.
• Control of cast of users on stages business of processes.
• Exception of double entry due to integration with other systems into the companies.

Now in a system 286 end users work. A system will develop and grow together with the changing business. Also among plans for the future creation of a system of the analytical reporting as the quality of the available data already allows to receive answers to the most unpredictable questions quickly appears.

"A large number of specialists of different divisions of IKEA Shopping Centres Russia company was involved in work on preparation of business processes for automation. And we, together with consultants of NaviCon, tried to obtain uniform vision of assigned tasks and their solutions." - Elena Nikolaeva, the project manager from the customer commented.

Representatives of the company integrator reported TAdviser.