Hatber-M implements CRM ELMA365

2024: Implementation of CRM ELMA365

HATBER-M, a Russian manufacturer of paper and white products, stationery, puzzles and children's games, has automated sales and marketing processes using CRM ELMA365. Elma announced this on September 6, 2024.

With the growth of the business volume in HATBER-M, there was a need to automate processes to improve the interaction between sales and marketing departments, as well as improve the efficiency of working with customers. After examining the needs and processes of the customer, the experts Wone IT proposed the Low-code BPM platform ELMA365 as an optimal solution. An obvious advantage of this choice was the ability to develop a custom product that is ideally suited to the requirements of the company.

In the format of interviews with the customer team, they found out all the existing difficulties in the current processes, and how they see the ideal result of automation. We studied in the smallest detail how the interaction with the client takes place, his path through the sales funnel, which employees are involved at each stage, what tasks are assigned and by whom, as well as what documents are formed and much more.

The following implementation objectives were set:

• Automate sales and marketing processes (50 employees from multiple departments)
• integration with historical with existing database, mail service, telephony;
• Implementation of interregional business processes in the system
• automation of document flow;
• Configure the role model and task execution control to speed up internal operations.

The project started in August 2023. The main requirement of the customer in the first stage was to configure one-way integration, which would allow you to process existing ones data inside the old system and duplicate them in the new one. Difficulties arose here, since the historical system did not have standard kits for integration by. As a API result, data was uploaded through XML pages, followed by processing. Thanks to the well-coordinated work of the joint team, it was possible to save the situation - everything data about clients was transferred to ELMA365 CRM, and in the process new system fields for client cards were created so that not a single record was lost.

Further work consisted in the creation of directories, document archives, integration with the SBIS, automation of document flow and coordination processes, integration of the message distribution service, mail service. At the final stage, the CRM marketing module was implemented, including several sections: customers, contacts, marketing activities, activities, tasks, reports.

In order for the customer's employees to quickly learn the new software, training meetings were organized and instructions were prepared for administrators and users. During the solution stabilization period, the IT integrator took over the support of users in the first line format, providing a quick response to requests.

Implementation of CRM ELMA365 enabled HATBER-M to automate sales and document management processes. The interaction between departments has become transparent, and the company's effectiveness has grown. The data is now stored in a single system, which simplifies access to it and allows you to conduct a qualitative analysis of the results of working with customers. The company plans to further develop the functionality of the CRM system and introduce new features.

We are confident that the further development of our CRM ELMA365 in cooperation with Wone IT will allow us to continue to improve the quality of work with clients and optimize processes, "said the head of the HATBER-M IT department.

We aimed not just to implement the CRM system, but to create a tool that will significantly improve business processes and open up new opportunities for the growth of the Hatber-M business. The flexibility of the ELMA platform allowed us to implement the optimal solution, which has become a solid basis for current improvements and development in the future, "commented Dmitry Kalashnikov, Head of Process Automation Practice, Wone IT.

Sales and marketing is a living organism, constantly developing and changing in the company. To "catch" not only these requirements, but also the direction of further changes, the close and trusting work of the customer and integrator is very important. We are very glad that WONE IT was able to build this connection and help HATBER-M achieve the desired results in sales development, "added Maria Ilyina, Product Owner ELMA365 CRM.