Vsemayki.ru (Bpm`online)

2019: Implementation of bpm'online 7.14

From July, 2018 to March, 2019 in Vsemayki.ru company the solution bpm'online 7.14 was implemented. The OmniLine company acted as integrator of the project.

For transition from the "work with the order" model to the "work with the client" model the Customer imposed the following requirements to the CRM system:

• Identification of clients
• Accounting and maintaining customer base
• History logging of orders of each client
• Customer segmentation

Important factor was the fact that the customer needed to leave the existing business processes critical for a business model, without changes. The logic of order placement had to remain.

Implementation of bpm'online allowed online store:

• Receive the convenient tool for work. The bpm'online interface simple and intuitive that significantly facilitated work with the order and increased the speed of its processing.
• Carry out deep analytics. On the basis of the data collected in CRM on each client the possibility of segmentation of base and formation for each segment of the most interesting personal offers appeared; on a centralized basis to collect analytics on claims.
• Increase service quality and service. Integration with the website of online store allowed to tighten in the client's card the complete information about all his interactions with online store - the history of addresses, orders, complaints, delivery addresses, etc. It allows operators to build individual approach to the buyer and to sell more.
• Increase order amount due to providing by operators to clients certain recommendations about goods and designs.
• Increase conversion on order processing due to faster and system work of operators with Clients and orders (real NPS and indicators of SL grew).

2018: Creatio implementation

Integrator "Terrasoft". Project terms April-September, 2018. Product Creatio.