Eurocement of groups (1C:CRM CORP)

2019: Implementation of 1C:CRM CORP

AKAM implemented the solution 1C:CRM CORP in Evrotsement group.

Objectives:

• all information - from primary search of potential clients until customer satisfaction assessment according to the results of the transaction - should be performed in the unified information system;
• all transactions should be reflected in CRM, on each delivery it has to be visible at what stage there is a transaction;
• the convenient environment for project management is necessary;
• it is necessary to start processes on work with the customer base and potential clients;
• configure integration into the IC of third-party vendor;
• configure integration with AD.

Tasks:

• build schedule system of interactions with potential clients and store the history of relationship;
• automate and optimize business processes of work with clients, analysis of an incident, conducting dopretenzionny and claims activities, maintaining requests of technical support;
• integrate 1C:CRM with the IC of third-party vendor;
• integrate 1C:CRM with the Active Directory and MS Exchange;
• implement reporting system for efficiency analysis of a company performance;
• build business process on maintaining cards of clients;
• connect telephony.

Difficulties:

• Problems which solution required process automation system implementation:
  • lack of unambiguously regulated business process on work with clients,
  • impossibility of collecting of complete analytics on quality of work of the manager with clients,
  • lack of a control system of managers,
  • formation of projects in Excel and their subsequent accomplishment.

• At implementation faced with:
  • uncertainty and concern of business;
  • high requirements for security.

Project Features:

• Execution of works on Agile methodology on sprints;
• Execution of works for the large-scale organization in a short time;
• Upon the demand of the customer, integration of 1C:CRM with service Active Directory was for the first time executed;
• The solution "1C:CRM" is for the first time adapted for the company which is engaged in production of construction materials.

Solution architecture and scale of the project:

1C:CRM of edition 3.0.14.14 on platform 8.3.14.1694 is used.

Adaptation of the application solution under "Evrotsement Group is implemented using the mechanism of completion of a configuration and expansions. Use of the mechanism of expansions considerably facilitates support of the standard solution. The main configuration continues to be on support of the supplier that allows to update for short term the version of a configuration on new release.

Solution architecture of integration of 1C:CRM and Active directory:

• Integration of 1C:CRM and Active directory (service of the active directory) represents automatic loading of users from the AD directory.

Solution architecture of integration of 1C:CRM and corporate IC:

• Integration with CIS should be performed online by means of use of the middleware.
• Integration between two systems is implemented through Web services based on the SOAP 1.1 protocol over HTTP, the description of 1C web service will be published in wsdl a format. For parameter passing XML a format is used.
• Data exchange is conducted online (CRM-> by CIS) or with a frequency of 1 time of 5 minutes (CIS-> CRM).
• Solution architecture of integration of 1C:CRM and Active directory:
• Integration of 1C:CRM and Active directory (service of the active directory) represents automatic loading of users from the AD directory.

Result:

• the client's card under specifics of business is configured;
• integration into the corporate IC is executed;
• Active Directory integration is executed;
• telephony the Softphone is configured;
• integration with MS Exchange is executed;
• all historical data are loaded;
• business processes on conducting dopretenzionny and claims activities are implemented;
• business processes of technical support are configured;
• the control block by federal projects in the company is implemented;
• the system of documentation on requests for shipment, to shipments of competitors is implemented;
• all documents according to the transaction are loaded into a system, displayed in a convenient type and unloaded in external systems;
• problem definition by clients is implemented;
• efficiency analysis of work of the manager on a funnel of sales via the block of the analysis of indicators of work;
• fast obtaining information on transactions without tasks, transactions with overdue tasks are visible
• report on activity of work of the manager;
• new reporting system is implemented;
• Price list;
• Receivables;
• Accomplishment the plan \fact from Poadresny plan;
• Report 'Plan fact';
• Report 'Dynamics of change of a share of shipments';
• Report 'Accomplishment of the poadresny plan';
• Report 'Shipment by brands';
• Report 'Share of competitors';
• Report 'Settlement on sections';
• The report 'Settlement with clients (DZ + tons)';
• Report 'Cash receipt plan';
• Report 'Analysis of instructions on federal projects';
• Report of 'Railway shipment on regions';
• Analysis of requests for shipment;
• Universal report;
• tracking of partners without transactions;
• tracking of quantity of the carried-out tasks of managers;
• the calculator of comparison of carrier cost in KP is implemented;
• viewing and analytics of a cause of failure of clients;
• tracking of all addresses of the Client (not to lose, not to forget);
• Search of clients on: to the domain, e-mail address, name, TIN;

Flexible work with requests of clients:

• display of open requests of the client;
• identification of requests by number from el. letters;
• Re-open of requests;
• All customer interactions are displayed in the client's card by requests.