AksTim and OmniLine helped Rusagro halve the processing time for applications from customers

2022: Implementation of a CRM solution in the oil and fat area

The teams of LLC "AxTim " (ex-)Accenture OmniLine and implemented a solution in one of the major areas of the oil and fat business" "Rusagro low-code in order to further develop the level of client service. This was announced by AksTim on August 1, 2022.

Optimization of production planning processes, control of efficiency and profitability of sales are also important tasks of the project. The CRM solution allows you to select and offer customers the most relevant product, produce and deliver it on time in full, observing the conditions for loading production capacities and the priority of shipments. It also helps to automatically select the most profitable transactions for the company, accompany the client in the process of technological support and development of individual recipes.

The ultimate goal of the company is ambitious - to become a customer service expert and the most profitable company in. The CRM food industries development and implementation project is a big and serious step towards this goal. commented on the project manager for the implementation of CRM at Rusagro Sergey Kuzin.

The production and sale of industrial fats is one of the largest areas of Rusagro's fat and fat business. The customer base in the Industrial Fats division has more than 5,000 organizations and every working day - these are dozens of applications, commercial offers, transactions and shipments.

With such a volume of work, the main internal challenge was the administrative burden on regional managers to prepare, agree on a commercial offer and accompany the client "to the end." Customer satisfaction and profitability primarily depend on the quality of the regional manager. The Area Manager provides the customer with a single 24/7 window service, from the first call to the customer's production line for real products. He is a connecting link with escort technologists, and with services logistics and, and with service transport financial. 85% of respondents, according to the results of the study, rated the technological knowledge of the regional manager as "good" and "excellent."

In this case, only when preparing a commercial offer to the client, the regional manager had to manually take into account various categories of customers, a system of trading policies and rules, production restrictions before implementing CRM, which complicated and slowed down the process of work. Therefore, the first priority was the creation of an automated system that would take into account all the variety of factors. The successfully developed and implemented CRM solution from ex-Accenture and OmniLine is a working tool, primarily for sales specialists.

The implementation took place in several stages and as of July 2022, 80% of the project was successfully put into commercial operation, which increased sales efficiency and already brings tangible economic benefits. The speed of preparation and approval of commercial offers has significantly increased and the average time is now 27 seconds, the time for processing applications has decreased by 50% and the number of applications from customers has increased by 15%.

The functionality of the system implemented at Rusagro is based on the company's strategic vision and high-quality criteria for working with customers. Special value offerings and individual services developed at Rusagro for customers and partners will allow customers to make the most relevant offers, emphasized Alexey Mastrakov, Senior Manager, Consumer Goods and Retail Department, AxTim LLC (ex-Accenture).

The project was distinguished by special flexibility, the team's readiness for changes and, of course, the results that were achieved with the CRM system. Quality management made it possible to achieve rapid results with maximum personnel involvement, noted Alexander Rudnev, managing partner of OmniLine.