Optixervice (1C:ERP Enterprise Management 2.0)

2021: Implementation of 1C: Enterprise 8 solutions. ERP Enterprise Management 2 "

The company Optixervice"" supplies contact correction tools sight with marketing authorizations and declarations of conformity on the market:, of the Russian Federation contact lenses care products and accessories of leading world brands: Interojo (ADRIA's own brand),,, and Johnson&Johnson Alcon Bausch+Lomb others.

The company's activities are focused on the prompt delivery of products to any city in Russia by leading transport companies. As well as maintaining marketing actions of manufacturers and regular implementation of their own.

During interviews at the stage of collecting the requirements of project stakeholders, respondents expressed their understanding of the company's problems in the field of managing customer relations and the interaction of departments and employees within the company. The following tasks were formulated:

• Consolidation of information by client and its availability in real time;
• Availability of complete information on the client: history of sales, communication and correspondence, telephone calls, agreements and marketing activities;
• Automation and omnichannel of internal communications between employees and divisions of the Company;
• Automation of the company's business processes. Reduce the amount of mechanical work to collect, record and analyze information by employees. Acceleration of data transfer rate in processes;
• Reduce the number of systems for storing and processing client information;
• Reduce the number of systems for storing and processing client information;
• Increase the efficiency of sales activities by analyzing and making management decisions based on information obtained from the use of system tools.

Before implementation, the client worked in disparate systems: "1C: Enterprise 8.ERP Enterprise Management 2," Bitrix24, Skype, various excel reports and paper media were used.

During the selection of software products by the client, the following criteria for choosing a final system were determined: functionality that closes the tasks indicated by the client, the ability to integrate with existing systems, the ability to expand functionality and scale solutions. The system "1C:Enterprise 8 was selected to close all Customer's requirements. ERP Enterprise Management 2. "

The project was implemented in six branches, 100 people became users of the new functionality. During the project, the following functions were automated: contact center, sales, warehouse and transportation logistics, purchasing, financial services, marketing.

Functional blocks were implemented:

• Accounting and analysis of the client base - allows you to easily analyze the client base by a huge number of criteria and quickly make management decisions.
• Maintain Customer Experience History - Scheduling contacts and fixing all customer arrangements allows you to plan quickly and easily when questions arise.
• Omnicanality of working with clients: integration with IP telephony, mail, Telegram, WhatsApp and applications from the site - the fact of contact with the client is recorded automatically, which reduces the risk of losing information and guarantees the most complete information about the history of communication and the impossibility of losing client requests.
• Omnichannel of internal communications of employees: internal chat 1C - Discussions and Tasks - made it possible to accumulate the history of all internal contacts of employees, which accelerated the speed of response and reduced the risks of information loss.
• Customer Transaction Management - Allows you to monitor all current transactions maintained by the Sales Manager from the point of contact to the contract and shipment.
• Automation of business processes - made it possible to streamline and optimize current work procedures, reduced information loss and the need for routine operations and control of the current stage or performer in the process of work.

As a result of the project, the client received a consolidated system for managing client processes and communications. Also, regulations on customer relations and internal interaction were developed and automated, communication channels between employees were established and regulated. Thanks to the automation of client processes, business dependence on personnel was reduced.

The client successfully operates the implemented blocks, the transition to maintenance is planned.