Monitor CRM

Monitor CRM is the software product existing in the market of CRM systems since 2000 and intended for optimization of a business and marketing activity of the companies. The main objective which is solved by Monitor CRM system, - control automation by a customer loyalty and, as a result, increase in number of sales. The developer of the software product – Business Navigator LLC (Nizhny Novgorod) – is included into structure of Market Capital Solutions holding which primary activity is provision of services in the field of marketing and business management. In Monitor CRM portfolio - more than 600 successful projects.

Monitor CRM is the Russian CRM system of Monitor CRM company. Except classical functionality of a CRM product in Monitor CRM possibilities of the marketing analysis and also BI technology are implemented. The CRM system of Monitor allows to collect in uniform base and to jointly analyze different types of marketing information. It is internal information of the company — data on purchases, sales, cash receipts; customer information; the external factors and events influencing activity of the company; activity of competitors and many other things.

The CRM system of Monitor can be used in all divisions of the company which participate in a business activity: in sales department, supply, marketing, logistics, in customer services, etc.

Fair CRM

Implementation of the CRM system — the investment solution on which efficiency the effectiveness of work of commercial service in many respects depends. The percent of successful implementations of CRM programs is still rather low for today. How to change a situation and to achieve active development of CRM technologies in Russia?

The market of CRM something very much reminds me well-known honey: it is very strange subject too — here, it seems, it is — and it is absent at once. Latent demand for CRM the operating divisions — the accounting preparing the reporting for tax and the businessmen creating a positive cache should be very big, really, in any this business always available, at least, two. The company can not have marketing department, do without own production, dismiss the office manager (having forced all employees to clean in turn the coffee machine), but she is obliged to hand over quarterly tax statements, and without money on the settlement account even preparation of that reporting loses any meaning. The workplace of the accountant is practically always completed with profile software (1C and others). But work of the businessman it is not strong more simply than work of the accountant, and occupied on sales it is frequent more, than beauties in accounting, therefore, it is possible to assume that on market potential accounting software and the CRM system should be somehow comparable. So why only one of 100 companies (without fail completed with accounting software) decides to deliver itself the CRM system?

The companies are in CRM actively interested, but make the decision on its purchase slowly and sadly (or quickly and emotionally that too is fraught). The care in the choice is clear, purchase of CRM — the serious investment solution which is directly affecting efficiency of one of key divisions of the company. By our experience (besides in terminology of favourite clients) the main project risk — the program will not fit into business processes of the company (because of limited functionality or inconvenient/unusual interfaces for end users). It is offensive to spend money and time for implementation then to receive intelligent counter claims from the employees. At the same time on start, during the choice of a system, it is rather difficult to guess with the supplier — all presentations beautiful, and developers assure that their systems will cope with all tasks. And, most likely, do not lie, a question only in convenience of tools which end-user and in terms of adaptation of software in this specific company will use.

In 10 years of work in this market we formulated for ourselves that CRM which will work and "beat off" should is guaranteed to have two main qualities:

1. Functionality, i.e. capability to solve required problems, as much as possible fitting into usual business processes of the company. The sufficient functionality always a compromise concept to provide to 100% compliance of desires of the client and product capabilities, as a rule, rather difficult. Well, there does not go the machine with a possibility of blocking of front differential strongly quicker than 100 km/h, and turn radius at it so-so. The normal client will understand it.

2. Adaptation speed, including implementation and personnel training. It is possible to build in very long a system business processes, but it is better if this solution of high degree of readiness and it begins to work quickly. There is (not my) opinion that in the modern world speed is more important than quality.

The third important quality of an effective CRM system (desirable, though not obligatory option) — possibilities of setup for providing the most friendly user interface, i.e. an opportunity to leave three buttons necessary to it on a desktop of this user. The director will not wait for reports on the number of unfinished claims if the girl in call center strains, working with entering of data. The program should be convenient for each user, this, some kind of, "the rule of three buttons".

The note that it is difficult to be at the same time smart and beautiful, of course, will be appropriate as in most cases the functionality means complexity, and the speed of adaptation requires simplicity. At the same time, our experience shows that for the majority even enough difficult tasks exist acceptable solutions of "the first level" which work with normal return, and time of setup can be measured in days. Well, a little bit kvadratno, perhaps, but if you think of business categories of payback, then it is a right choice. There are, of course, companies which need beauty unearthly and a full compliance or, on the contrary, that at once plugandplay and 5 standard reports. We understand a position though at heart and we do not separate. But the client always different and he is always right. The main thing that the program continued to work really in the company, especially after all implementers completed the project and parted on another matters. And it is even better when the program works after with the supplier the agreement of technical support ended. Here then CRM is sold fairly and implementation really took place successfully. I think that real demand for CRM will become somehow comparable to accounting software while the percent of successful CRM implementations at least passes for 50. For now according to our polls on average in the market it inertly fluctuates around a mark of 30-40%. And it means that we have still everything ahead! =)

2016: Service release of Monitor CRM

On April 12, 2016 it became known of an exit of service release of Monitor CRM in which attention is paid to functions of integration with the accounting systems and setup of access rights.

Screenshot of application window 2015

Formation of the address for export to the accounting system by means of an equation editor is added to a product, import of additional signs of orders from a system BEST 4(5) is configured. Support of standard configurations 1C: Enterprise 8.x for Kazakhstan is added to the standard module of integration and small completions of the module of import of data from 1C: Enterprise 8.2/8.3 within support of relevant releases of 1C: Enterprise platform 8.3 are entered.

Within updating setup of separate access rights for "Quick search of the partner" is also added, restriction "by date" in access rights on record of registers and magazines is introduced, and some fields of a card of the partner became possible to make mandatory.

In this version of Monitor CRM changes are made:

• functions of check of validity of a TIN and filling of the check point with standard value are added,
• the style of a panel of open windows for compatibility CRM- systems with Windows 8/ is changed 10,
• at merge of result of selection search options are available.

2013

Monitor CRM 4.0.19

On January 25, 2013 there was a release of Monitor CRM 4.0.19. New features for preliminary reservation of the order are added, the analytics in work with projects is expanded, a number of important service opportunities is added.

• Reservation of the goods which did not arrive on a warehouse (Supplies of equipment configuration) In some companies yet happens the following situation: sales managers accept requests from clients, and even before arrival of goods on a warehouse it is necessary to reserve positions under specific orders. Now such opportunity is implemented in the Supplies of equipment configuration. At an actual receipt of goods a part of delivery appears in a reserve at once, the rest gets to a remaining balance.
• Display of revenues to a warehouse in the Daily log (Supplies of equipment configuration) information opportunities of the module "Daily log" Are expanded: now the manager who ordered certain goods for the client will see the fact of their receipt in the Daily log at once.
• Individual numbering of documents of the companies of the Opportunity for work holding in uniform base Monitor CRM for several legal entities at the same time appeared already in the previous releases. The new release allows to include automatically at the statement of documents in a document number sign of the particular legal entity. Respectively, it facilitates document management in holding.
• Export/import of own legal entities from 1C: Enterprise In the previous releases of Monitor CRM full support of several legal entities is entered. Now they can be synchronized about 1C: Enterprise as well as clients.
• Access check at display of a tree of individuals Happens that not all staff of the company should have an information access about clients with whom you work. For example, to the ordinary manager not obligatory know let top managers with whom the management conducts negotiations. Now viewing such data can be limited to access rights.
• In projects the pivot tables "payments/shipments", "request/payment", "requests/shipments" are added, "outgoing payment / purchases" It gives the chance to quickly estimate project economy. For example, at once to see what accounts and shipments on the project are paid, what debt to suppliers, etc. Earlier the similar report could be received using selection, but now it is much simpler to make it.
• The choice of a stage of the project In any document or contact is much simpler to specify a specific stage of the project in documents now if earlier the project was already specified.
• Import of banks from the reference book of a BIC it is possible to load the official reference book of banks of the Central Bank Into Monitor CRM.

Monitor CRM 4.0.20

Work with the Equipment function is improved. Let's remind, the Equipment tab in a card of the organization can be used for many purposes. For example, if you deliver supplies or render services in service there is nobody the client's equipment, then you can keep in Monitor CRM the list of this equipment with all characteristics.

It is added:

• Display of the organizations by the equipment. Now you can quickly select all clients at whom a certain equipment is installed (for example, for creation of the report).
• Display of groups in the Equipment tab. If your client has many units of the different equipment, then it is inconvenient to browse it in the table. Now the equipment can be presented in the tree form with separation on groups — in the same way as it is classified in the reference book "Goods and Services".
• Import of the list of the equipment from Excel and group input. If you only begin to work with Monitor CRM and you should load the existing data or there is a need to periodically enter many equipment items (for example, at appearance of new large customers), then you can load these data from the table Excel. Also the new feature of group adding will help to accelerate data entry. Now it is possible to add the equipment the whole groups. It is especially convenient if you deliver or service the end-to-end systems consisting of a certain set of components.
• New opportunities for work with files. In Monitor CRM it is possible to tie external files to different objects. It can be documents, images, etc. Now it became much more convenient to work with them — for example, files can appoint additional signs and to bring them in a card.

A number of new opportunities for work with printed forms, SMS mailings and integration with other systems is in addition added.

Configurations

• Monitor CRM Pilot is a starting packet for small business and pilot implementation which allows to estimate fully convenience of work with the program and its opportunities.
• Monitor CRM 3+2 is the unique CRM offer for small and medium business. A packet from 5 jobs (3 places of the sales manager and 2 places of the head).
• Monitor CRM Web is a workplace for remote work via the Internet with the Monitor CRM database. It is intended for the solution of operational tasks by the remote worker.
• Monitor CRM Press is a configuration for automation of work of printed media for which one of principal directions of business is advertizing.

Technical characteristics

Implementation:

The program represents the performed EXE module and a set of libraries DLL implemented in the Clarion v.6.3 development environment. The main functionality of a system and the user interface "are sewn up" in the performed module and libraries. Unlike systems where the interface is implemented in the built-in languages, it gives essential advantages in the speed and reliability of work. But, nevertheless, in Monitor CRM there is a possibility of setup of the interface without use of the built-in programming aids. At the expense of a set of options, Monitor it is possible to adapt both for different types of business, and for requirements of the specific employee.

Database:

In Monitor CRM MS SQL DB management system is used. Now versions of MS SQL from 2000 to 2008 are supported. We try to use as much as possible basic opportunities of the SQL language therefore for work it is possible to use any edition MS SQL, including, and free options of MSDE and Express Edition.

Monitor CRM was tested on correctness of work with MS SQL by independent international company Veritest then Microsoft was included in the register of compatible solutions.

Since 2008 the licenses MS SQL can be delivered as a part of the product Monitor CRM.

Delivery, installation and licensing

Monitor CRM is delivered in the form of the distribution kit on a CD disk including all modules, necessary for work. Optionally MS SQL of any edition according to the scheme of licensing Runtime can enter a distribution kit (use only with Monitor CRM).

Monitor CRM can be set as on the server (with an output of labels of start in workplaces of users), and on each computer.

Jobs of Monitor CRM are licensed according to the "competitive" scheme. So the number of the users working with the program at the same time is limited! It allows to install the program on any number of computers and to bring any number of users. If there is no need to all employees to work with a system at the same time, then this approach significantly reduces project cost.

The Monitor CRM system has no binding to program and to hardware and also foreign electronic keys which can create problems at operation. But each set has the unique serial number and the related key defining system configuration. Thus, emergence in free access of the non-licensed copy of Monitor CRM will allow to reveal at once the company because of which it occurred that will entail inevitable legal effects!

Protection and security

Access to the program is provided by the login, individual for each user, and the password. Passwords in open form in base do not remain, only the hash created on an algorithm of "MD5" is stored. Access for users to specific data and functions of the program is set by the administrator (for more details see the User guide).

In a system recording of all transactions of users with the database (adding, change, removal) is conducted.

Integration with the accounting systems and other software

In architecture and structure of a DB of Monitor CRM the possibility of joint work with accounting and accounting systems is initially put (office fields for synchronization, etc.). Integration modules for the most widespread systems are switched on in a distribution kit and are included programs in the price.

The possibility of data exchange with popular office applications — Excel, Word, Outlook, and also connection of any third-party applications with transfer of data to them through the command line or the intermediate file is provided.

Program and hardware requirements

Monitor CRM works at a software platform of Microsoft Windows. For normal work on computers of users Windows 2000 OS or above should be installed. Use of Windows 98 does not guarantee stable work, and some Monitor CRM functions can incorrectly work therefore officially Windows 9x OS is not supported.

As the server platform MS Windows Server 2000 should be used above. At a small amount of jobs (5-10) as the DB server it is possible to use normal office computer running Windows XP. Though Monitor CRM also supports integration with others office programs (Word, Excel, Outlook, etc.), existence of these applications is not obligatory.

For comfortable work of users the following configuration of the computer is desirable:

• The processor with clock rate of the processor from 1800 MHz
• Amount of RAM is from 512 MB
• The monitor and the video adapter with the resolution from 1024x768
• The network interface card with capacity from 100 Mbps.
• For a network program runtime of Monitor CRM only the TCP/IP protocol is supported.
• The configuration of the server depends on the number of users and volume of base.

Scalability

Restrictions on number of jobs and the number of data are defined only by use of specific edition MS SQL. In Monitor CRM of such restrictions is not present (reasonably).

In the presence of remote offices and branches it is possible to use either replication of data, or access via the WEB INTERFACE. Also, work in the terminal mode is supported.

Monitor CRM Press configuration

In addition to maintaining detailed bases of advertisers Monitor CRM Press allows to prepare price lists taking into account features of advertizing in printing media (the size of modules, chromaticity, headings, arrangement on a band, etc.) and also to monitor existence of empty seats in real time.

Main objectives

Work with advertisers (clients) – Is implemented the standard functionality of the CRM system ensuring the most effective functioning with clients:

• The most complete information about the client (advertiser), including all his parameters and data on employees;
• Data on producers (brands) and their characteristics;
• Pin assignment (calls, meetings and so forth) and control of their execution;
• Control of the business process of work with advertisers admitted to the companies (including discounts, conditions of placement, a payment term and so forth);
• Full control of process of placement of the advertizing module – the location, a heading, chromaticity, a band, visual armoring in number;
• Preparation of documents and control of document flow – accounts, payment, supporting documents.

Maintaining difficult price lists taking into account all features of advertizing in media – memory expansion granularity, chromaticity, headings, arrangement in number. Flexible system of discounts and margins.

Placement of advertizing modules on the flet-plan which represents the visual model of the edition. On the model headings, zones of not promotional materials (articles, photos and so forth), zones for declarations (classified), etc. can be selected. Advertizing modules become attached to the request of the client and are placed according to the set requirements.

Market monitoring and competitors – collecting and data analysis about competitors (the prices, circulations, advertisers and so forth). Maintaining information on the markets (population, industries, prices, etc.)

Marketing and managerial analytics – creation of any analytical reports according to all data and indicators which are available in a system.

Additional opportunities

In Monitor CRM there is a built-in e-mail client which allows to accept and send e-mail under protocols POP and SMTP without use of external programs (Outlook Express The Bat and so forth)

On the server the separate application Monitor CRM Agent which traces events and contacts and can send them to employees who are out of office at present can be started and have no opportunity to work with the program.

Implementation options

Express implementation optimum is suitable for the small companies and lasts, on average, about a month. The main operations on implementation are made in the following sequence:

• Monitor CRM program installation;
• setup of integration with the accounting systems installed at the enterprise;
• transfer of the existing data on clients in Monitor CRM system from the programs Excel, Outlook, Access, etc.;
• setup of the interface of the program (adaptation of the program to features of course of business processes at the enterprise);
• personnel training to work with the CRM system.

Full-scale implementation — the most optimal variant for big and medium-sized enterprises. Feature of implementation of this type is the thorough detailed work with the organization customer for several months. Implementation in such cases is performed as follows:

• Preproject inspection. Implementation specialists carefully study specifics of work, documentation, the main business processes, the equipment of the enterprise, conduct an interview with his key staff.
• Drawing up technical specifications on the basis of preproject inspection. The main stages and implementation time, structure of works, their cost and also expected results of work of the enterprise after Monitor CRM implementation are described.
• Process of implementation of the program according to technical specifications:

• • Monitor CRM program installation;
  • setup of integration not only with the accounting systems, but also with all programs in which customer information of the company was stored (Excel, Outlook, Access, etc.);
  • setup of the interface of the program (adaptation of the program to features of course of business processes at the enterprise);

• personnel training to work with Monitor CRM system.

Irrespective of implementation type, the selling company of the CRM system Monitor BESPLATNO performs an after-sale service within 3 months from the moment of the beginning of work with the program. Service includes free granting new releases, unlimited consultation on phone, e-mail and ICQ and also elimination of possible malfunctions. After this term the organization can sign the agreement with selling company on technical post-sale maintenance on a paid basis.

2010

Monitor CRM 4.0

At the beginning of December, 2010 the new version of a system – Monitor CRM 4.0 is released. The new version combines all experience accumulated in use systems and at the same time contains new, innovative solutions. The advanced interface became one of the main changes of version 4.0. The user of the CRM system can create individual jobs for each employee now. Thanks to additional opportunities, Monitor CRM 4.0 allows to reduce costs for integration with existing accounting accounting and ERP systems. This process in the new version of the CRM system is completely automated and happens on the server without human participation. The special module allows to be integrated with any database, including in the automatic mode.

Integration of Monitor CRM 4.0 with third-party services, gives the chance to set arrangement of the client on the interactive map of MosMap-GIS and to use other additional services which became available to users of Monitor CRM now. New version 4.0 includes the module of sending Sms - service from MobiService company. It allows to organize SMS mailings to clients and to remind own employees who are out of office of the planned contacts.

In Monitor CRM 4.0 the mechanism of calculation of discounts and margins which on flexibility exceeds similar functionality of the majority of popular ERP systems that accelerates process of economic approval of transactions is strengthened. Besides, such specialized configuration as Supply of equipment was added to version 4.0. It is intended for the companies which deliver difficult technical equipment "under the order". In a configuration the functionality of vendor interaction, not absolutely characteristic of CRM is implemented (including, and foreign): reservations of the equipment in a warehouse, broadcast of discounts for the supplier and many other things.

One of system innovations - integration of service for sending Sms from MobiService company. New service gives the chance to create and to quickly send personal messages to the clients and employees. Normal bulk mailing is inefficient and has impersonal character. Advantage of the SMS mailing integrated with the CRM system that it is focused on the specific client. It does it selective and individual.

One more important plus of new service Monitor CRM 4.0. that now about the help of sending the SMS it is possible to remind own employees who are out of office of the planned contacts. Also SMS mailing allows to announce clients receipt of new goods, delivery of the order and to congratulate them on birthdays and holidays.

SMS mailing provides direct contact with the addressee and contains a high probability of reading of the message. Service is available, practically, to all Russian cellular operators and in the majority of the CIS countries. More detailed information on service "SMS mailing", it is possible to learn on the website of the company.

Useful links

• In more detail about Monitor CRM
• Articles about CRM