Fortis-Vladimir automated work of outlets and service centers

On May 31, 2016 the Optima company announced automation of work of outlets and service centers "Fortis-Vladimir". The system created on the basis of the solution "1C: Trade Management 8" helped to strengthen control of quality of work and financial performance of activity of remote divisions. Accomplishment of orders for service of the computer equipment and the equipment in the service centers accelerated, the number of the "hung-up" and out of time executed orders is almost reduced to zero. Operational obtaining statistics of addresses on warranty repairs helped to identify the suppliers offering low-quality goods. The company terminated agreements with these suppliers, found more reliable partners and provided the outlets with high-quality products. As a result the number of the entering orders increased by 2.5 times, the number of requests for warranty repairs of the equipment was reduced twice, sales volume increased by 1.5 times.

Fortis (2016)

Project Tasks

After opening of network of the service regional centers of the company the information system which would allow to manage effectively activity of remote divisions became necessary - to quickly process customer appeals, to control quality and speed of accomplishment of warranty and not warranty repairs, to support the high level of profitability when preserving competitive prices of services. Besides, it was required to optimize work of already existing outlets and service centers of the company. In particular, it was necessary to organize operational collecting of statistics of customer appeals on warranty repairs, to strengthen quality control of the goods which are purchased from suppliers, to optimize the range, to provide timely accomplishment of orders for service of the equipment. For achievement of effective objectives it was decided to adapt for requirements of the company functionality of the 1C: Trade Management 8 system which is already used in Fortis-Vladimir LLC for operational management and accounting.

Project Progress

In three months a system was unrolled in 25 workplaces at the central office and remote divisions of the company.

Project Results

• All outlets and the service centers of the company, including, territorial and remote, work in the general information base now. In a system all information connected with activity of divisions quickly is reflected, different reports form. The management can estimate sales volumes, service quality and financial results of activity of divisions at any moment. This information helps to adjust quickly the development strategy of the company for increase in its profitability and competent market promotion of the region.
• Managers of the service centers had an opportunity to control receipt and accomplishment of each type of requests for service of the computer equipment and the equipment: the applications received by e-mail, by phone or at a personal meeting with the client. Each address of the client quickly is registered in a system and is assigned to a certain manager. Requests are not lost and processed in the shortest terms any more. Besides, a system helps to control accomplishment of requests at each stage of service works. Clients of the company timely receive necessary service, timelines for delivery of services in the service centers of the company are reduced.
• The requests coming to the service centers are considered by types of repair now - warranty and not warranty. In a system statistics of customer appeals is kept, reports on warranty repairs form. Using these data it was succeeded to reveal what equipment of suppliers most often breaks and arrives on warranty service. The company terminated agreements with such suppliers and selected more reliable partners. It helped to optimize the range and to increase goods quality in outlets. The rating of firm in the region the number of addresses according to the recommendations of clients who were satisfied with goods quality and services was upgraded, increased. The company receives 2.5 times more orders, at the same time the number of requests for warranty service of the equipment purchased in outlets Fortis now, was reduced twice. As a result in the first months of use of a new system the company could increase sales volumes by 1.5 times.

To me as to the head, it is necessary to have an opportunity to trace customer appeal each case for improvement of quality of the rendered services. Small decrease in turnovers on firm in general set for us the task of quality check of goods delivered in our outlets therefore there was a wish to have a possibility of obtaining statistics of addresses on warranty repairs of goods which are bought from each specific supplier. It would help us to make the weighed and reasoned decisions on cooperation with these or those companies and to refuse work with unreliable suppliers. I can tell with confidence that use of the solution "1C: Trade Management" increased our sales by 1.5 times, and profitability of the service centers - by 2.5 times. To me as to the head, it became much simpler to make management decisions because now it is not necessary to carry out the analysis, long, difficult and expensive on time, in spreadsheets, everything forms directly in a system. Besides, we managed to organize effective management of the service centers. We can control all types of the rendered services now in a system which completely corresponds to specifics of our activity Hayrov Marat Mkadesovich, CEO of Fortis-Vladimir LLC