Pro customer service (1C: Trade Management 8)

The branch of 1C-Rarus company in St. Petersburg automated Pro Customer Service company based on software products of the 1C:Enterprise 8 - 1C:CRM system and 1C: Trade Management 8. In a project deliverable the unified information system using which the customer service increased a customer loyalty that allowed to expand the customer base is created and to increase profitability of sales.

"The pro customer service" is the company, largest in St. Petersburg, specializing in providing a full range of sanitary services. From the moment of the basis Pro considers the main objective satisfaction of interests and customer needs, but in process of expansion of business it became more difficult to solve this problem. This factor was also the main incitement for business process automation of the company. Before data on clients were incomplete, they were fixed on paper, in spreadsheets, etc. All this did not allow to recover instantly at the customer's call the history of relationship with it, orders were processed insufficiently quickly that negatively affected a customer loyalty. In addition, the management of customer service needed consolidation of customer information with financial data for obtaining relevant data on the current situation in the companies and drawing up plans for strategic development.

"Long enough studied on the Internet of a possibility of systems which allow to manage customer relations. The choice of the 1C:CRM program was caused by its functionality which allowed to satisfy all requirements of the company at the democratic price", – Mikhail Sakhnovsky, the CEO of Pro Customer Service company told, – "To connect customer information with information on sales the 1C: Trade Management 8 software product which allows to obtain quickly data on a current status of the transaction at any moment was selected, to plan receipt of revenue and to timely reveal debit and creditor debts".

The partner in implementation selected the St. Petersburg branch of 1C-Rarus company which specialists have wide experience of successful implementation of similar projects.

Implementation of programs of the 1C:Enterprise 8 system allowed to automate the main business processes therefore the company in general and each employee in particular could get obvious advantages:

The CEO had an opportunity to control actions of employees and to see a situation in the company in general that he helps it to make management decisions. It is also promoted by a possibility of creation of analytical reports on different data sources. For example, what work types are in great demand. Thus, the management has a clear understanding about that from where money comes to the company.

Account managers by 5 times reduced process of information search in clients that reduced order processing speed. Also the set-up time of the commercial offer was reduced. All these factors promoted increase in a customer loyalty: the number of repeated addresses increased by 20%. The office manager had an opportunity most effectively to distribute working time of exit employees when planning their works out of office. Storage of all data in uniform base allows to avoid pads when scheduling departures of specialists that also positively affects image of the company in the opinion of clients.

In plans of Pro Customer Service company installation of software products of the 1C:Enterprise 8 - 1C:CRM system and 1C: Trade Management 8 on notebooks of the employees working at departure for fall forward of entering of information in office base. Using the mobile Internet exit employees will be able to bring information on order fulfillment from any point of the city.

The CEO of Pro Customer Service company Mikhail Sakhnovsky so commented on results of implementation: "The created information system turned out very powerful and convenient. Programs of 1C solved all assigned tasks: process of an execution of work requests was considerably reduced, preparation of the commercial offer became simple and fast transaction, the working schedule of exit employees is formed without pads. All this caused increase in a customer loyalty, increase by 20% of number of repeated addresses and expansion of the customer base. All information flows merged in a whole and, analyzing sales, we see that gradation on the new level of profitability began. In work of staff of the St. Petersburg branch of 1C-Rarus company individual approach is very pleasant, there is no feeling that you in supermarket. In it our companies are very similar as we have all clients rather "expensive" and we always try will adapt to them, to approach individually".