| Customers: NEO Center (NEO)
Contractors: NORBIT Product: NORBIT: Microsoft Dynamics AX for personnel managementНа базе: Microsoft Dynamics AX Second product: Microsoft Dynamics AX Project date: 2009/09 - 2017/10
Number of licenses: 300
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Content |
2017: Automation of call center
The NORBIT company (enters into LANIT group) announced on November 2, 2017 automation of work of call center of NEO company (JSC NEO Center). The updated information system based on Microsoft Dynamics AX provides processing of customer appeals and allows to analyze causes of failures on the arrived requests.
Prerequisites
In NEO operators fixed addresses in different files. Some requests did not reach responsibles, and the company lost potential clients.
Implementation Progress
In the existing corporate information system based on Microsoft Dynamics AX in NEO company specialists of NORBIT implemented functionality which allowed call center operators to register and conduct requests in the uniform centralized base: create new requests, transfer them to the responsible and control the status of processing.
Project Results
As a result of project implementation specialists of NEO began to receive different automatic notifications on e-mail — about need to process the request, resumption of work according to the request and expired requests. Such mailings help to process all open customer appeals timely. Also there was an opportunity to analyze causes of failures on the arriving requests and more precisely to define on what department or to what responsible it is necessary to redirect the client. As a result of automation of call center load of operators decreased and the customer loyalty raised.
 | One of the main trends of the Russian business – process automation, connected with standard addresses. For NEO company the solution of NORBIT became optimal at the cost and tools. Besides, our company completed the project in only one and a half months. Automation of call center not only will increase service quality and will reduce costs for its contents, but also optimizes business processes of the company in general — Anton Chekhonin, the CEO of NORBIT noted. |  |
2015: System implementation of motivation of employees
June 18, 2015. The NORBIT company announced project finish on development and deployment of a system of motivation of employees in NEO Center consulting group. A system is based on the MicrosoftDynamics AX platform and allows the company to increase the potentialities for further development and improvement of business.
Choosing a Solution
The decision on automation was made by the management of "NEO of the Center" in communication of need of increase in transparency of a system of motivation of employees and reduction of labor costs on data preparation for assessment of completed projects. The general productivity of a company performance was reduced because information exchange was conducted using e-mail and all data were stored in tablitsakhexcel.
The NORBIT company having in the aktivemodulny solution on management of personnel structure based on Microsoft Dynamics AX and also successful experience of its implementation in the Russian companies could propose an optimal solution of assigned tasks.
Project Progress
The project of automation of a system of assessment started in NEO Center company in February, 2014. For optimization of project works implementation was broken into several stages. The first stage included development of design of the solution – specialists of NORBIT in the document in detail described and presented how exactly the solution will look and work. Further the prototype of the solution on functionality of project estimates "The system of personel assessment" was shown. On the next stage the mechanism of calculation of bonus percent and the amount of a bonus to the employees is developed. At the same time estimates of personal and business competences which were tied to a profile of a position of the employee were considered as estimates of effectiveness of work of employees on projects, and. In addition to assessment upon the demand of NEO Center company the functionality on maintaining plans of individual development which the employee approved with the mentor was connected. Project works were completed in November, 2014.
Specialists of NORBIT in this project applied the innovation modular approach in management of personnel structure provided in 2014 and already successfully implemented in several large companies. This building block solution of PEOPLE'S HRM from NORBIT is developed based on a system for automation of business of Microsoft Dynamics AX 2012:
People’s HRM, 2015
Result
The complete solution for complete idea of the company in terms of a human capital, PEOPLE’S HRM allows to inform heads and to increase decision making speed and also:
- Reduce costs;
- Optimize business processes;
- Increase performance;
- Improve management and personnel development.
Uniform approach – from hiring and management of compensations and privileges before talent management and succession planning, developed for clients.
Modular approach allowed to pick up the most effective configuration considering requirements of HR division for each specific company. It means that it is possible to select only those functions which are necessary – from search, selection, training and adaptation of personnel, before budgeting and management of KPI. Besides, there are instruments of operational data analysis and support of acceptance of management decisions.
Using experts of NORBIT the NEO Center company could increase transparency of a system of motivation of employees. In particular, now each employee of NEO Center has an opportunity to browse in a personal card the estimates according to completed projects and also data on calculation of semi-annual awards, representatives of the company integrator reported TAdviser.
Karina Samokhina, the HR director in NEO Center company: "In the conditions of dynamically emerging market and growth of personnel we looked for the solution which would help management of the company to measure effectiveness of work of employees and to implement complex assessment, including the overview of personal and business competences. When choosing the platform preference was given to the existing Microsoft Dynamics AX system which was implemented by NORBIT company. Using experts complex approach which included automation of all basic functions of process was developed: assessment of effectiveness of work of employees on commercial projects, assessment by the head of competences of the subordinates and efficiency analysis of working time. Specialists of NORBIT considered all individual requirements of our business, including integration with the existing IT - systems. We want to note that after start of the solution in commercial operation the transparency of calculation and charge of bonus payments for results of work considerably increased, and the efficiency of activity of separate divisions became measured and controlled. Thanks to the HRM solution of NORBIT the company has an opportunity to continue to develop process of assessment towards integration of efficiency evaluation of individual employees with KPI of divisions and the company in general".
2009: Creation of a management system for project activity
About the Customer
The range of services, represented to NEO Center, includes:
• business valuation and all asset types;
• investment and financial consulting;
• structuring investment projects and monitoring of their implementation.
According to data of RA "Expert", the NEO Center Consulting group won first place among the largest estimated companies of Russia according to the results of work for 2008. Also NEO Center entered TOP-10 in the field of business valuation and securities, real estate appraisals, asset revaluation and fixed assets (including IFRS), took the 3rd place according to intangible assets and intellectual property and also became the leader in assessment of investment projects and the equipment and vehicles.
The staff of "NEO of the Center" totals more than 300 professional advisors. During the existence of NEO Center implemented more than 5,000 large and unique projects for the leading companies of the different industries working at the territory of Russia and the CIS countries.
Situation
Implementation of the complex information management system is focused on business process optimization and increase in number of transactions for the account:
• increases in reliability of all financial, management and project information;
• increases in accuracy of resource planning and budgets of consulting projects;
• gain of control of profitability of project works;
• providing operational approval of documentation;
• implementations of quick and convenient access to all actual data and to analytical information;
• performance improvements.
chief financial officer of NEO Center Consulting group
Choosing a Solution
- existence of convenient functionality for automation of project accounting or the ready-made solution of management of project works;
• convenience and simplicity of implementation in the system of all components and stages of execution of project works;
• possibility of accumulation of functionality of a system and flexible scaling of the solution.
The basis of the project was formed by specialized industry solution of NORBIT company for the companies specializing in rendering professional services.
Solution
In the information system "NEO of the Center" about 300 employees of the company, including all production divisions, administrative, legal and financial departments and also services of marketing and PR work. Access to a system is organized both through the Desktop-client, and via the web interface.
Functional structure of information system KG of NEO Center:
| Acceptance and processing client requests | • registration of addresses;
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| Project management | • contracted work: ° preparation of the commercial offer;
° documentation request from the client;
° registration of accounts; |
| Purchases | • formation and approvals of requests for costs;
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| Management personnel | • personnel recruitment;
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| Management marketing | • database maintenance of partners and media;
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| Financial and management accounting | • fixed asset accounting;
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chief financial officer of NEO Center Consulting group
Results
- increases in number of the processed transactions;
- increases in efficiency of responses to client requests;
- simplifications of reconciliation procedure of business documents, project documentation and agreements;
- process optimizations of planning of budgets, terms and resources for implementation of consulting projects of the company;
- increases in reliability and accuracy of financial and management accounting;
- increase in allocation efficiency and use of labor resources;
- increase in efficiency and justification of the made decisions;
- increase in transparency of processes of management of costs;
- reductions of time and resources on ensuring processes of marketing and personnel management.
"Implementation of the information management system allowed us to make process of execution of projects more transparent and controlled. Key advantage of automation of project business consists in an opportunity to quickly control course of execution of tasks, to authentically estimate risks and profitability of project activity. It is reached due to maintaining up-to-date information on all key components of the project – to terms, resources, tasks, budgets, calculations and other. As a result of automation we received the convenient tool for the solution of the current project tasks and an opportunity to adequately plan commercial and business activity taking into account financial and resource opportunities of the company".
director of business valuation and intangible assets
NEO Center consulting group
Prospects
About the partner
The NORBIT company is a Golden Microsoft partner (Gold Certified Partner) and is engaged in creation of information solutions on the basis of Microsoft Dynamics AX since 2003. During this time specialists of the company accumulated considerable experience with the enterprises of different industry segments: production and processing of mineral resources, system integration, IT distribution, transport, telecommunications, food industry, professional services. In 2009 the NORBIT company confirmed the status of the member of Presidential club Microsoft Dynamics which integrates the most active and successful partners of corporation worldwide.
Contact information:
http://www.norbit.ru
e-mail: info@norbit.ru
ph.: (495) 787-2992
For obtaining additional information about the client visit the site:
http://www.neoconsult.ru/
For obtaining additional information about the partner visit the site:
http://www.norbit.ru/
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