Lyudmila Chernyshova: CRM became logical continuation of the ERP system on 1C

TAdviser: The western companies quite often come to the Russian market with the corporate IT standards, and Caterpillar initially builds the IT infrastructure on the 1C Platform. Tell, please, why such decision and what products 1C already was made the company uses?

Lyudmila Chernyshova: Before implementation of "1C:CRM" we already had successful experience of use of programs on the 1C:Enterprise 8 platform. It played a big role in the choice of the solution for automation. Our primary activity is closely connected with communication with clients – we provide financial and leasing services for all range of the equipment of Caterpillar and other products sold through dealer network. CRM in our company is used continuously from basic processes. Therefore we made the decision - to build in functionality of "1C:CRM" our system "1C:Enterprise 8".

TAdviser: When and how the division of Caterpillar Financial had a need to automate communication with clients? Who your main customers and what specifics of maintenance of the relations with them?

Lyudmila Chernyshova: Our company is a part of Caterpillar Inc. holding, the world's largest producer of the construction and mining equipment, turbine and diesel jets and industrial gas turbines. Implementing the equipment to different clients, the company signs with them agreements of leasing. The main specifics of our activity consist in control and fixing of customer interactions, occurring within agreements. To exercise this control in the maximum volume in the put terms, we decided to use the reliable tool – the CRM system. It also allows us to fix arrangements with each client and – that for us it is very important – to conduct work with receivables.

TAdviser: Implementation of "1C:CRM CORP" as far as there was active an intervention from the system integrator (1C-Rarus) whether partners in implementation will accompany a system further came to you how easily?

Lyudmila Chernyshova: We executed the project jointly with specialists of 1C-Rarus company. Harmonious work of professionals allowed to implement a new system dynamically. After project completion we transferred "1C:CRM" to support to our own specialists and the company which accompanies our main system.

TAdviser: Do you have plans for further development of a system, implementation of new features?

Lyudmila Chernyshova: Yes, plans are. We think of integrating "1C:CRM" with other communication channels, for example, with office telephony. It will allow us to improve even more our work and to increase quality of the service rendered to clients.