"Rostelecom - the Far East" was implemented by CRM for work in business market

On November 7, 2016 the Far East macroregional branch "Rostelecom" announced transition to a uniform CRM system for work with corporate and state customers. Works in the project were performed by Sovzond Center company.

Project Tasks

At the heart of IT infrastructures the customer two act DPC. One, container type, in the suburbs Vladivostok. Its brought power ~ 500 kW. There it is performed OSSBSS cores / systems. Reserve DPC functions in the center Vladivostok. The company uses the equipment IBM HP EMC Cisco. As a part of branch about 6.5 thousand automated jobs.

For automation of sales to the clients working only in the territory of the macroregion the Far East, the customer company used independently created software solution which is not conforming to job requirements at all^[1] from business market].

Action in Far East branch Rostelecom, (2014)

Before implementation of CRM our specialists, especially sellers and employees of a back office, worked in different programs. It led to the fact that any report had to be collected manually – information on particles was taken from the different systems and inserted into the ekselevsky file. Therefore the main task of the project was to provide all employees working in a segment of sales to corporate and state clients, an opportunity to work in a single window, and heads – quickly to create any report necessary for operational decision making. Alexey Shchurov, associate director of macroregional branch "Rostelecom"

The technology in which the order could was required for the company it was created, to move on route where its status could be controlled by means of integration of systems.

As the CRM B2B/B2G developer, by means of tender the Sovzond Center company is selected.

Project Progress

In June, 2015 we had an idea to integrate the separate solutions automating sales process and on their basis to create a system which will allow to organize process of communication with the client, sales of service, its technical organization in the form of the uniform pipeline and a set of roles. At the same time we did not want that the technicians had additional information systems. For example, the sales cycle of service includes a stage at which it is necessary to estimate whether there is for this purpose a technical capability. Information on it contains in a system of accounting of technical resources. Then it is necessary to carry out works on the organization of service which can affect several technical divisions. The solution of the class order management is for this purpose used. And, further, to plan work of employees who will execute installation and setup of the equipment at the client. For this purpose we apply the solution of the class WFM. Thus, each role carries out the tasks in the tool that considerably would facilitate system implementation. Vitaly Dobzhinsky, Chief information officer of MRF "Far East" of Rostelecom company

After creation of a prototype and approvals of the center, the technical specifications and its approval are developed. On December 15, 2015, having completed competitive procedures, the company signed the agreement about Sovzond Center.

We took as a basis the solution for federal level which was available for Rostelecom – the CMS system developed on Lotus Domino and adapted for business processes of the macroregional level. Ilya Borisenko, CEO Sovzond Center

The main difficulties carried not technical, but organizational character. It was necessary to force employees to refuse work, usual for them, in different information systems and to pass to use of CRM. We had to go on branches with checks, to hold testing of personnel for knowledge of a new system and to appoint all new and new training. Besides, we changed motivational model and began to approve for payment only those projects which were kept in a new system. So there is a lot of difficulties, but we adequately overcame them. Alexey Shchurov

Project Results

Staff of sales department had a possibility of testing of the line of the client regarding check of its working capacity if the client called them with the complaint to inadequate service quality. Sellers can estimate a connectivity of this or that service, its upgrade, without sending requests to technical department.

We received a system which allows to process the requests connected with connection and service of corporate and state customers in the single interface. It contains all information on our clients from the moment of their first appeal to the company. It is very important because earlier with dismissal of this or that employee we could lose all data on that with whom and as he worked. In nine months of system operation in it more than 80 thousand customer appeals in all directions of interaction were registered, 16.5 thousand orders for connection of services from 9 thousand clients are created. Nearly 2.6 thousand requests which brought us more than 50 million rubles are successfully performed. Alexey Shchurov

Notes