Professional Media: Microsoft Dynamics CRM for work of corporate technical support service

"The broadcasting corporation "Prof-Media" was formed in 2003 and by this moment integrates the largest radio stations under the general management: Avtoradio, "Energy", Humour of FM and Radio of Alla and also Advertising FM advertizing agency and "Internet Radio 101.ru"

"The broadcasting corporation "Prof-Media" as management company is created for effective management of resources of media holding: approval of advertizing policy of all media entering it, achievement of the maximum cumulative rating and a scope of audience.

Professional Media locates one of the largest in Russia and the most fast-growing regional branch network and partners.

"The broadcasting corporation "Prof-Media" has complex information and technical structure which in addition to computer providing, includes program and technology resources of on-air and sound broadcasting and also the system of information support of a financial, business and management activity of the company.

Service of IT structure of corporation is connected with the daily solution of a large number of questions of technical and administrative ensuring work of staff of corporation. Functions of service Helpdesk perform on several divisions at once - support department of users, department of development and a software maintenance, department of radio and sound providing and department of administrative providing.

For the purpose of increase in efficiency of processing of the addresses connected with functioning and operability of hardware and program resources of corporation, the management of Professional Media made the decision to automate work of corporate customer services.

The main objectives of development of an automated system of technical support (Helpdesk) in "Broadcasting corporation "Prof-Media":

• implementation of uniform regulations of technical and administrative service of staff of all radio stations and other companies in structure of corporation;
  
• reduction of number of the lost and unfinished addresses;
  
• quality improvement of technical support of employees;
  
• gain of control of execution of solutions on requests and addresses of staff of corporation.

For implementation of the tasks – automation of work of services of technical and administrative support of employees "Broadcasting corporation "Prof-Media" - the Microsoft Dynamics CRM 4.0 software product was selected. The solution of Microsoft was proposed as a program basis for processing system of addresses by NORBIT company which has not only experience with the companies of the media and advertizing markets, but also has examination in the field of automation of service Helpdesk and service addresses.

The Microsoft Dynamics CRM system well is suitable for automation of tasks of service maintenance, and technology features of the solution allow to implement practically any regulations of processing of obshcheniye without serious completions of functionality and change of business logic of a system.

In addition ProfMedia is going to implement Microsoft Dynamics CRM for management of work with advertisers, and it became one more factor which influenced the choice of the Microsoft Dynamics CRM system for automation of corporate service Helpdesk in "Broadcasting corporation "Prof-Media".

The Microsoft Dynamics CRM system is used in "Broadcasting corporation "Prof-Media" for the organization and ensuring work of internal services of service support of employees. The system capability of Microsoft Dynamics CRM implemented in Professional Media extend on:

• registration of requests and addresses from heads of the divisions of corporation connected with functioning of IT structure of the company and administrative providing;
  
• systematization of addresses and requests of employees;
  
• distribution of addresses by executives in charge;
  
• implementation and execution of addresses and requests;
  
• control of the regulated completion dates of works on permission of addresses;
  
• monitoring of stages of implementation of solutions on working off of addresses;
  
• the automatic notification of employees about results and work progress on their requests and addresses;
  
• efficiency evaluation of obligation fulfillment by responsible services;
  
• assessment of degree of satisfaction of employees with the solution on their requests and addresses.
  
  

"Automation of work of corporate customer services – not absolutely normal task for the Microsoft Dynamics CRM system which is focused first of all on work with external clients of the company. However the solution of Microsoft locates ample opportunities for work with service addresses and allows to configure easily and quickly different business rules that allowed to use most effectively Microsoft Dynamics CRM at automation of corporate service Helpdesk in Professional Media".

Implementation of Microsoft Dynamics CRM for management of works on technical and administrative service of employees "Broadcasting corporation "Prof-Media" allowed to achieve the following results:

• increase the accuracy of determination of terms of processing of addresses;
  
• simplify identification of problems and addresses of staff of the company;
  
• reduce time for processing of requests from the staff of corporation;
  
• provide timely execution of works on requests and addresses of employees;
  
• raise the overall level of service of employees concerning technical and administrative providing;
  
• lower load of customer services of corporation.
  
  

"Implementation of Microsoft Dynamics CRM allowed us to create full-fledged internal service Helpdesk. At the same time we received the tool which implements universal regulations on work with addresses and allows to perform registration, distribution and control of execution of requests on all questions of the administrative equipment of work of staff of corporation – breakdowns of computers, difficulties in work of business applications, requests for repair work, purchases of office supplies and other".

"The broadcasting corporation "Prof-Media" is going to expand the current opportunities of Microsoft Dynamics CRM for work of commercial service and by that to automate sales of advertizing opportunities on all radio stations which are a part of Prof-Media corporation.

The NORBIT company presents the leading examination on development and deployment of CRM solutions on the basis of the Microsoft Dynamics CRM software product at the Russian market of CRM. The NORBIT is the only Russian Microsoft partner having the status Premium Partner in the Microsoft Dynamics CRM direction and the winner of competition of Microsoft Dynamics CRM Awards 2007-2008 "5 Stars".

Among CRM projects of NORBIT company three largest implementations of Microsoft Dynamics CRM in Russia - VSK Insurance House, the Energy balance group and Afisha company and also industry projects for the leading players of the Russian business: LANIT group, Alpina Business of Axle Boxes Publishing house, CITY-FM and Relax FM radio stations, KA of "DOMELI", New Telephone Company and others.

Industry CRM competences of the company are concentrated in the following areas: information technologies, personnel services, insurance, power, trade and distribution, telecom, publishing and media industry. Specialists of NORBIT company also have experience of design and implementation of information CRM solutions for the trading and distribution companies, the investment and financial sector, telecommunication companies, advertizing agencies, realtor business and car dealers.