Anton Garbuz: Cooperation with ELMA as development basis

Anton Garbuz: In 2009 during implementation of ELMA 2.5 possibilities of the module CRM were implemented. It was required to increase efficiency of conducting work with clients when processing orders and requests on the website www.part-kom.ru by means of which the Partkom company distributes the products and works with clients. Then the Potential Client and The Authorized Client functions allowing to give automatically the status to clients proceeding from their activity and to store data on them were entered.

TAdviser: What would you advise those who face now the choice of a system what criteria should be considered to find the suitable full-function CRM solution?

Anton Garbuz: In general, the choice in many respects depends on specifics of your enterprise. When requirements are defined, there is a sense to select flexible adaptive tools which easily adapt to your conditions. It is worth paying attention to systems which allow to automate business processes. When the computer is most involved, for the head new opportunities of rational management open. Place priorities that is important for you: have convenient means of communication, keep the customer base, store the history of relationship, keep statistics, manage activity of clients, etc. Then it will be already simpler to you to define how to block these requirements.

TAdviser: Why for business development you continued cooperation with ELMA company what influenced your solution?

Anton Garbuz: In February, 2013 the company completely passed to the ELMA 3 system, having estimated its potential in development of the CRM direction. We understood that for continuation of dynamic development, improvement of sales processes of a little simple CRM system with standard feature set. In the conditions of fierce competition for customer interaction the innovation approach and additional opportunities is necessary. The best solution on which we stopped the choice, this modelled and improved ELMA CRM+ application. A system successfully works that allows to trace, support and develop the relations with all active clients of Partkom company.

TAdviser: In what feature of your approach to increase in efficiency of the enterprise what it is focused when using the module CRM on?

Anton Garbuz: Monitoring and development is the cornerstone of all processes. To build the correct strategy of communication with clients, it is necessary to have about them as much as possible information. See how the relations with this or that customer were under construction. The module CRM in the ELMA system allows to keep all data of the client of the website. The responsible person is assigned to each partner, the history of relationship (calls) is conducted.

Now in online store practically each action initiated by the visitor of the website is processed in the ELMA system. A main objective – development and support of the relations not only with regular customers, but also with those who do the first order and also with potential customers.

TAdviser: What it is possible to tell about results of system operation of CRM at you in the company what else complex problems are now solved?

'Anton Garbuz: In particular, the chain of processes is built, up to a present situation maintenance, work and operational customer interaction of the website is performed. Also business process which monitors recessions of activity on partners is implemented. It allows the responsible person to monitor such trend and in time to resume communication with clients. Automatically, on indicators, transition of potential clients to discharge of constants then on them the corresponding monitoring is conducted is implemented.

TAdviser: How often upgrade of a CRM system in your company whether there were some global changes recently and how employees treated them is required?

Anton Garbuz: Complete transition to the ELMA system took place in February, and in May, 2013 specialists of ELMA performed a new implementation project: "CRM integration". The mechanism of interaction of ELMA with the website Communist Party committee in general remained the same. If to speak about changes in more detail, then adjustments were provided to managers to standard displays of the system interface. Cards on partners became still informativny more conveniently. Therefore employees quickly got used to these changes, estimated them from a positive side. In general, we are always ready to something new. It helps to do not stand still, develop.

TAdviser: In your opinion, whether is at the ELMA system of quality which do it irreplaceable?

Anton Garbuz: An important point – a possibility of permanent improvement of a system, expansion of functionality under our enterprise. Each organization has specific features. For example, if the number of clients spontaneously increases, also the amount of requests on the website, new tools grows, new effective solutions are necessary at once, here time plays a crucial role. Therefore it is so important to Communist Party committee and ELMA to march in step. Important and mutual understanding with the employees servicing a system. In our case problems are solved quickly. A system changes, develops together with our company.

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