SalesLogix Telecommunications

In July, 2005 the expanded CRM system of SalesLogix Telecommunications – the solution based on the SalesLogix 6.1 platform developed by specialists of Sputnik Labs company especially for telecom industry is let into Comstar Integrated Telesistema companies.

"Comstar Integrated Telesistema" it was created in May, 2004 as a result of merge of three telecom operators: Comstar, "MTU-Inform" and "Telmos". In the course of consolidation the Comstar Integrated Telesistema company was faced the need of consolidation of technical, financial, managerial resources, unification of business processes within three companies. The company management set the task of expansion of functionality of the CRM system SalesLogix which would integrate in itself all information on customers and would create the general system of sales and service for clients of the companies which entered "Comstar Integrated Telesistema".

"Creation of the uniform consolidated customer base on three companies was one of our main objectives, - the CEO of Sputnik Labs Kirill Bulgakov says. - The commercial block of Comstar company uses SalesLogix CRM system for 4 years. With accession of MTU-Inform and Telmos companies there was a wish to avoid a traditional problem in a similar situation – inheritance of a set of the "scrappy" systems. The customer himself made the decision to refuse their development".

To SalesLogix system implementation in "Comstar Integrated Telesistema" there was no qualifier of services, uniform for three companies, and charges. Process of implementation of CRM caused formalization of internal processes and articles of the qualifier. Further the functionality on preparation of agreements and annexes to them was implemented, integration of the CRM system with call center is carried out and also end-to-end process of customer service is implemented from the moment of primary address before repeated sales and service.

As a result of implementation of advanced functionality of SalesLogix Telecommunications in Comstar the quality of client service, including efficiency of response to the arriving requests increased, terms of internal processing of requests decreased. Now, working in the SalesLogix Telecommunications system, the manager of the commercial block has an opportunity to perform monitoring of processing of the request in technical department, and clients of the company can obtain more detailed information on the services provided to them and a status of their requests.