Customers: Ozon-Suvenir Tver; Advertizing, PR and marketing Contractors: Omnitech software solution Product: 1C:CRM standardНа базе: 1C:CRM PROF Project date: 2010/09 - 2010/09
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The Ozon-Suvenir company implements at itself "1C:CRM the Standard". The integrator of the solution is Omnitek company
Before the project
Intensive development of Ozon-Suvenir company caused making decision on implementation of the CRM system allowing to make processes of customer interaction transparent and managed, and mechanisms of obtaining the management reporting – many-sided and flexible. Besides, it was necessary to solve the following problems:
- Constant control of the entering customer appeals.
- Formation of a common information space of the company.
- Data protection about clients and transactions.
About the Solution
The information system is constructed based on the CRM solution for small business - the 1C:CRM Standard. During the project the system satisfying to wishes of OZON-Suvenir company is created namely: segmentation of the customer base, data protection about clients, a possibility of control of work of managers, etc.
About implementation
According to the results of project implementation, at the customer:
- information on each client of the company and contact persons is accumulated;
- maintaining expanded analytics on clients, quick entry and an information access about them is provided;
- multiple factor analysis of a contact history with clients is provided.
- activity of employees is optimized.
- the mechanism of operational management and cyclical analysis of sales – "a funnel of sales" is built.
- a system allows to segment the customer base, to create the personalized mailings of e-mails, to carry out telephone call-downs as on segments of clients, and is individual.
- there was an opportunity to wage a campaign for search of new clients – "cold call-downs" with loading of the customer base from external files of different formats.
- integration into e-mail, including automatic drawing of invoices for payment and sending them by e-mail is provided.
- bilateral data exchange with the 1C: Accounting 8 program is configured.
- differentiation of access rights to information for users, as at the object level, and restrictions whenever possible of work in the program is created: via the Internet, only at office, via the Internet and at office.
Customer's Feedback
The associate director of OZON-Suvenir company, Svetlana Altunbayeva notes that now she sees all current work of employees through reports which form in two seconds, all customers now under review, and there is a possibility of job evaluation of managers on each of them. Dismissals of employees with copying of base, and destruction of customer information became one of the factors which influenced making decision on implementation of the CRM system. Means of a system became possible to limit access rights to customer information that secured information base against copying or destruction.