Servolab implements CRM and twice quicker responds on customer appeals

The Tyumen-Soft LLC company completed the project of automation of a customer relationship management system (CRM) for Servolab LLC company.

Preproject

Due to the increase in the customer base and business development, before the management of the enterprise there was a problem of creation of uniform base of clients, partners and suppliers, the centralized automated system of sales and customer service, management of internal business processes of the company.

The decision - to integrate the used 1C: Trade Management 8 system and the CRM system "1C:Enterprise 8 is made . CRM PROF". The possibility of considerable reduction of an implementation time became an important factor in the choice of a system.

Tasks

Main objectives of implementation of the CRM system:

• Formation of the single database of clients, partners and suppliers with expanded analytics.
• Tracking of efficiency of the marketing companies.

Results

A new system, on the basis of the solution "1C:Enterprise 8. CRM PROF", allowed to optimize business sales processes and to provide step-by-step control of transactions. Speed of reaction to requests of clients and quality of their service doubled.

As the project deliverable, Servolab LLC got advantages:

• Customer interaction - the uniform information base of clients is created, the company creates and stores all history of customer relations (phone calls, meetings, complaints). At any time the head and the manager can see how the relations with the client and what their history develop. Quick search of information on the client allowed to accelerate service twice.

• The organization of business processes - business processes in the company are optimized. Heads can independently adjust business processes and monitor their accomplishment by employees, it considerably facilitates workflow and training of new employees.

• Efficiency analysis of marketing campaigns - a system allows to analyze the investments in advertizing and return and at the expense of it to hold more successful marketing efforts.

Opinion

Alexey Kolesnikov, CEO of Servolab LLC: "The implemented CRM system allows to manage the customer base more effectively. We see all stages of customer relations, we keep account of a contact history with clients, we register, and all this in a common information space. The configured business processes in the CRM system allowed to set the high level of service of the company. Sales process became managed, controlled and transparent for all employees and, of course, the management. As a result we could double efficiency of reaction to requests of clients".