"The center of business aircraft" increases customer service quality

"The center of business aircraft" completed the project of automation of a customer relationship management system based on the 1C: CRM 8 software product developed jointly by 1C-Rarus company and 1C Company and localized for Ukraine by ILS Software company.

Implementation of the CRM system was implemented for the purpose of quality improvement of customer service and their loyalty, increase in efficiency of obtaining information on a current status of the company. It was required to create the single corporate system of control automation by customer relations providing the high level of data protection and differentiation of access rights to data of clients.

The company began to create and store all history of customer relations in a project deliverable. On the basis of this story the company plans and builds up the most profitable customer relations. At any moment the manager and the company executive can understand how the relations with the client and what their history develop. On the basis of this information individual conditions for work with the client are created. And, if there is a replacement of the manager on an etiology, holidays or dismissals, customer service quality of the company does not decrease thanks to availability of information on the previous arrangements and transactions. The automated system provides quick access to the database. It is possible find any contact information or information on last orders, arrangements, conditions of cooperation within one minute.

Information on all operations performed by the staff of the company remains in the CRM system. The head can browse at any time who where called what documents he printed to whom sent letters, etc. It allowed to analyze efficiency of each employee and to hold the events directed to rationalization of working time and increase in efficiency of the company. As a result the management noted reduction of time for routine paper transactions and performance improvement of managers on different sections from 1.5 to 3 times.

Business processes in the company are optimized. Costs of time for conventional processes are reduced by 1.5-2 times. Using the CRM system the detailed scheme is developed for all standard transactions that sets the uniform standard of work for all company, considerably facilitates workflow and adaptation of new employees and also reduces an error probability. At run sale the program will suggest the manager to execute consistently a certain set of steps, providing standard document forms and reminding of necessary transactions.

A system allows to estimate quickly a profit or loss for a certain period on each advertizing source used by the company.