Katerina Kostereva: Ready processes for sales, marketing and service on the bpm'online platform

Katerina Kostereva: I came to the enterprises with our first product, showed it and received in reply: "It is that it is necessary for us!". 80% of managers did not know that there is such class of systems as CRM, but at once understood that business lacks the similar solution them. Understanding market potential, we were focused on development of new functionality and created the Terrasoft 3.x platform. We put in it huge opportunities of user preferences and high performance for work with million customer bases. Terrasoft 3.x quickly became the best platform in the CIS, and the market share of Terrasoft reached 18%.

In 2011 we created absolutely new bpm'online platform which extends according to the SaaS model and integrates two technologies: classical CRM and management tools business processes. Today products on the bpm'online platform enter in TOP-15 the best CRM systems of the world. Besides, recently we were entitled the market leader of systems for sales management according to CRM Magazine, CRM edition No. 1 in the world.

TAdviser: What would you call the key Terrasoft composed success?

Katerina Kostereva: We give to clients unique value – reference business processes for sales, marketing, service in the different industries and models of business. Ready processes are a part of software products of bpm'online.

Besides, the Terrasoft group is a largest CRM command in the CIS and one of the most qualified commands in the world. We conduct very careful selection of personnel, estimating professional and personal competences of the person. All this allowed us to form really strong international team integrated by the general spirit and ambitious goals.

TAdviser: You already told that recently Terrasoft actively advances solutions based on the bpm'online web platform. In what its fundamental differences from traditional products and what advantages it gives to business?

Katerina Kostereva: I would select three main advantages which considerably affect business performance of our clients. The first – synergy of opportunities of CRM and management tools business processes which allows to automate activity of the company — from detection of need of the client to the conclusion of the transaction and the organization of service.

Besides, ready processes for the organization of sales, marketing and service contain the best world experience in bpm’online and give the chance of fast start of work with a system.

One more advantage which is noted by both the international analysts and experts, and clients, – the unique interface, design and convenience of work reminding social network. Developing it, we thought of end users of a system – employees. How they will use a system, success of implementation depends. As a result together with powerful functionality of a system our clients receive the intuitive interface in which there is a wish to work.

TAdviser: Business process automation, assumes the essential investments. What categories of the companies your products are expected? Such costs for small business are how justified?

Katerina Kostereva: System deployment in a cloud (SaaS) provides a low "threshold of an input" that gives advantages to both small, and large business as does not require considerable charges of IT infrastructure and exempts the company from a huge number of organizational issues. Besides, the possibility of fast scaling allows to increase or reduce without serious consequences the number of users of a system – for this purpose it will not be necessary to buy in addition or install additional servers.

Ready business processes allow to get to work with a product quickly. For example, reference process of corporate sales in bpm’online CRM automates all stages of a funnel of sales, beginning from the analysis of potential of sale and needs of the client, and finishing with negotiations and contract signature.

TAdviser: By your experience what "reefs" usually arise at the companies at implementation of CRM? How to make so that this process took place as fast as possible and "without serious consequences"?

Katerina Kostereva: The main key to success of implementation – a product which covers 80% of tasks of the company and allows to begin work right after acquisition. Having selected the solution, it is important to find the local partner with the qualified command which will be able as fast as possible and it is qualitative to provide system implementation, having implemented all project tasks.

Its acceptance by the staff of the company also is important for successful operation of the CRM system. That they began to use the solution, the interface should be simple and intuitive. It is also necessary to pay attention to such tasks as integration with other systems to integrate all data, necessary for work, in a single window.

TAdviser: Share vision of top trends of further development of CRM systems in general, and plans of the company for the medium term?

Katerina Kostereva: As always, development of the CRM market is dictated by the client. Today he wants to receive the maximum result at the minimum time expenditure. Based on customer needs, we start a new product line of bpm'online for sales, marketing and service which implementation happens as fast as possible, and start in operation – from the first day of work.

Important trend which integrates in itself(himself) all other factors dictating market development is omnichannel. Today the client wants to come via the mobile phone into social networks and there to find the complete information about a product and the link to the website of the company. It is possible that then he will want to call you and to get more detailed advice. However at the same time he expects that will begin to communicate with it not from the very beginning, and based on its previous actions. Placing the order via the Internet or by phone, the buyer also expects that the consultant knows all history of his interaction with the company.

Therefore our second strategic task – to integrate necessary technologies and business processes of the organization in the products bpm'online to provide to business and to its clients an opportunity to pass comfortably between different communication channels in the course of interaction for achievement of the most successful result.