PSN group (Microsoft Dynamics 365)

The NORBIT company implemented the CRM system on the Microsoft Dynamics CRM 365 platform in the PSN Group – one of large private companies of Russia in the real estate market.

Project Tasks

There was a need in:

• organizations of the uniform customer base;
• high-quality information storage about a real estate and their characteristics;
• complete maintenance of sales process;
• automation of work of call center;
• business process automation on leasing of commercial premises.

Project Progress

During the project integration was carried out:

• integration with 1C and Intraservice on the basis of an integration bus of Rabbit MQ
• integration of a CTI panel with telephony of Avaya AES through Avaya dmcc driver, including expanded management of the statuses (change of the status in CRM involves change of the status in telephony).

Project Results

Functional achievements:

• Automation of work of call center:
  • collecting of requests;
  • check of settlement;
  • formation of requests for an internal system of service.

• Automation of business process on sales: maintaining the list of potential clients and formation of a pool of incoming requisitions, the translation of requests in the transaction, planning of meetings.
• Monitoring dashboards.

Commercial achievements:

• Automation of process of leasing of the premises according to stages: request, commercial offer, demonstration, negotiations, approval of the agreement.
• Automation of work with direct potential tenants and with the agencies.
• An opportunity to prepare the different reporting: on financial performance, a vakantnost, distribution by the industries and so forth.
• Reduction of time for search and offer to potential clients of free premises
• Organization of demonstrations of the premises to potential clients, control of carrying out demonstrations and collection of data on causes of failures
• Accounting of the concluded bargains