Nemkovich Andrey Valerievich IP (1C:Enterprise 8. Trade and Customer Relationship Management (CRM))

2022: Implementation of the program "1C: Trade and Customer Relations Management (CRM)" at the Individual Entrepreneur Andrey Nemkovich

Individual entrepreneur Nemkovich Andrey Valerievich has extensive experience in the provision of advertising services. At the beginning of his advertising activity, Andrei Valerievich was engaged in BTL advertising - he organized presentations, advertising at points of sale, worked with animators and promoters. Gradually, the format of work began to change towards the use of modern digital and Internet promotion technologies. The work began to use a full range of Internet marketing in order to attract customers and sell them a product. This is the creation of sites, their optimization for search engines, e-mail marketing, contextual advertising, promotion on social networks.

The customer base was small, but there were major regulars who generated steady revenue. One of them is the company "OPT Overalls," which has been operating in the Russian overalls market for more than 10 years. The partnership has strengthened over time and today Andrey Valerievich and his team work as a dedicated division to attract the entire incoming flow of clients for the company "OPT Workwear," analyzes the conversion and quality of application processing, draws up marketing plans, etc. From the point of view of rationality and simplification of management, OPT Workwear has allocated this functionality for outsourcing in order to engage exclusively in specialized activities: the production and sale of workwear, shoes, and personal protective equipment.

Now everything related to attracting new leads and bringing them to the stage of sale is the sphere of activity of IP Nemkovich Andrei Valerievich. The sale, shipment and after-sales service is fully taken over by "OPT Workwear."

The problem of the task and the search for a solution

While the work was being built within the framework of leadership generation and minimum cash turnover, there was no need for additional accounting and reporting in terms of the quality of processing the flow of incoming calls. However, as the channels of leadership generation and hiring additional personnel (development of the company) developed, there was a need to automate business processes. At the beginning of 2021, it became necessary to introduce a system to automate the tasks of managerial and operational accounting. It was decided to build the information system on the basis of 1C: Trade Management 8. When the work to attract customers for "OPT Workwear" entered a constant direction, the incoming flow increased, the team began to grow. Partners and service providers from related areas have appeared. With the increase in customers, the volume of work increased. It was necessary to clearly build the work of sales managers, monitor the situation at all stages of working with clients, and organize work with partners. The need to implement the CRM block became obvious, it was decided to expand 1C: Trade Management 8 using the CRM block. So in 2022, the 1C system appeared in the work of Andrei Valerievich and his team: Management of trade and customer relations.

Automation process and work construction

Initially, in order to build work with incoming interests according to all the rules of the sales funnel, the managers thought out the organization of all business processes, approaching this issue comprehensively:

• established chains of relationships between ordinary employees and managers, between different departments and departments;
• have prepared all trigger documents to be used at a particular stage of work;
• have drawn up regulations for employees;
• all procedures were compared with sales scenarios and business processes.

This approach helped to unambiguously build two main business processes with prescribed deadlines for the stages, trigger documents and actions:

• Initial Call Business Process: These steps go through every incoming lead. At all stages, you can evaluate the current state of the customer.
• Business process "Reorder": used when the customer is re-entering or when the database is updated by managers.

Now at each stage of work, the actions that the manager needs to take in order to move to the next are spelled out. Without these actions and the preparation/approval/submission of certain documents, further process movement is not possible.

The business is growing, the customer base is increasing, labor costs are increasing, which requires more employees involved in business processes. Additional licenses to the system were required. After such an expansion, the software product was deployed in a client-server version. This made it possible to improve the performance of the system. Now even the largest and heaviest operations are performed on server power, and the final result is provided to the client application. Also, this option of work made it possible to strengthen the security of databases and reduce the risks of their damage.

How does it work:

In his work to attract new clients, the team of Andrei Valerievich uses different tools. 1C capabilities also play a big role in this: Trade and Customer Relationship Management. For example, the capabilities of e-mail mailings directly from the system are actively used. Incoming requests from prospects received in response are automatically registered in the database. The system also registers requests from other attraction channels.

At this point, the work of the mail administrator begins. He parses all incoming letters and hands them over by colleagues. Orders from new customers are distributed to managers, and repeated calls from customers are transferred to the already attached employee.

Thus, each manager has his own kanban board, which displays the transferred orders, scheduled activities, a calendar of meetings and events. You can also complete and generate the required reports.

Telemarketing is also actively used in the search for new customers. While this channel does not fully follow the business processes in the system. At the moment, it is more convenient to enter already "warm" leads after the nickname of cold bases. Failure data is stored and accumulated in spreadsheets. At the moment, the active phase of integration with telephony is underway, and soon this process will be completely transferred to the system. Then in the client card it will be possible to track not only the comments of the lead manager, but also all telephone interactions.

Automation results:

• The ability to use reliable reports on the company's activities, calculation of efficiency, conversion at different stages, etc. This allows you to make management decisions on time.
• Thanks to the clearly structured structure of work with the allocation of responsible persons, terms and tasks, prescribed regulations, a higher transparency of business processes has appeared. The system has become visual and understandable. Now you can clearly see who is responsible for what, in what time frame requests and documents are processed.
• The use of a sales funnel and segmentation of attraction channels (different mail, colltracking, etc.) allows you to assess which advertising channels work better and which do not give the proper result.
• Each client goes through a formalized process from a "cold" state to readiness to make a deal, and the story about them is stored in a single information system. The customer base is increasing, and with it the business is growing.

We are growing and growing, hiring and launching new sales tools. Therefore, it is probably wrong to say that our work is becoming easier. Each time we solve some new tasks to improve the business and increase its efficiency, face difficulties and look for ways to bypass. New sales tools and team expansion require new regulations, job descriptions updates, additional steps in the sales funnel and business processes. But I can safely say that thanks to 1C: Trade and Customer Relationship Management, we understand more clearly what needs to be done and at what stage. We react faster to "bottlenecks," we see where and for what reason there was a decrease in efficiency, we find responsible and quickly work out, comments Nemkovich Andrey Valerievich

Functions

The following functions are automated:

• ABC/XYZ Sales Analysis
• Settlements with customers
• Settlements with suppliers
• Customer Ordering
• Ordering suppliers
• Calculation of standard cost of orders
• Retail trade
• Supplier Relationship Management
• Warehouse Inventory Management
• Pricing, Price Lists

Maintenance

• Monthly delivery and installation of ITS delivery set to the user's workplace is performed
• Consulting is carried out on methodological issues of working with the 1C program
• Consulting is carried out on technical issues of working with 1C software products
• Preferential support has been issued 1S:ITS

Works performed

The following works were performed:

• Delivery of software products to the customer's office
• Individual training at the customer's office
• Consulting on the choice of software and options for its maintenance
• Initial Settings for Standard/Industry Solution (Program) to Start Accounting
• Selling Selected Products
• Installing Software on Customer Computers