In the St. Petersburg company, solution provider for fire safety, the 1C system is implemented: CRM

The Dorado company in 4 weeks transferred work with clients to "1C:CRM", having signed the agreement with the St. Petersburg office "1C-Rarus". The implementation rate Comfortable allowed to integrate into planned dates a system in business, having solved, thus, many tasks of the company.

The DORADO company is engaged in design, installation and service of technical solutions for fire safety and protection of people and objects. DORADO conducts the activity since 2006, during this time specialists of the company successfully resolved security issues for 2000 enterprises of St. Petersburg and the Leningrad Region.

Growth of the customer base and expansion of the competition in foreign market set the new tasks connected with high-quality customer relationship management for the company. There was a need to create the single database of clients, having differentiated access rights for specialists and heads. It was required to plan more accurately loading of employees, having optimized workflows. Tools became necessary for careful job analysis of managers for the purpose of carrying out improvements further. The management made the decision as much as possible to automate all processes work-related with clients.

The 1C:CRM PROF 2.0 program was selected, the St. Petersburg office "1C-Rarus" acted as the partner in the project. System implementation was carried out on the Comfortable rate which provides complex approach. During the project the following tasks which faced business were solved:

• Creation of the uniform customer base. Import of data on all current clients of the company was performed. The card of the partner is configured and issued for quick search and information input about the client.
• Data security provision about clients. Information base was configured for work of employees with the different access levels.
• Efficiency analysis of marketing campaigns. Thanks to setup of sources of primary interest there was an opportunity to trace from where the client came.
• Planning of customer relations. Work with the document "Event" is carried out: groupings of events on projects and templates of events are configured. Now managers can plan easily workflow of communication with clients for many days and even the months ahead.
• Business process automation. Business processes for requirements gathering and drawing of commercial offers and also for carrying out a full stroke of sales are configured. On the basis of the created routemaps of business processes the model of a funnel of sales was developed thanks to what the company management can easily manage all course of communication with the client.
• Careful analytics of customer relations. The different reports allowing both to the management, and managers to trace the course of communication with partners were configured: the analysis of events on managers with splitting on projects and a status of events, task analysis, the analysis of a funnel of sales, the analysis of business processes on managers and on clients. The base of clients can be analyzed by different parameters: from what manager conducts the client, to a complete portrait of each client. The configured reports will show how many was the addresses and on what questions.
• Control of work of managers. Heads can create the necessary report in several seconds and see when at the manager the following contact with the client what tasks and in what status are at the staff of the company now is planned.

Implementation of the CRM system came to the end with training of employees in the configured blocks. Process of creation of a new system took one month.

"1C:CRM" allows employees to plan the working time, to automate maintaining the customer base: all data on clients are structured, quickly available, are stored on the server of the company. The manager always knows to what client and when he should call what meetings and calls are planned in the next three months whom it will be necessary to contact in half a year. Now it is easy to segment the customer base by different criteria that gives the chance most effectively to build customer relations: do addressed mailings, develop marketing actions, to timely offer necessary services, etc. All history remains in an information system of the company, loss or date leak are completely excluded. 11 jobs are connected to a system at present.

As a result of implementation on the Comfortable rate the company management received the good tool for control of work of employees and the analysis of interaction of managers with clients at different stages of lifecycle. Now heads can control loading of employees far off, they always know what tasks face managers as their accomplishment progresses. A system allows heads to trace terms of accomplishment of different stages of sale, and to specialists – to save time on information search about the client and formation of tasks.