The EPM group together with Navicon automated sales and technical support of clients

2020: Automation of sales and technical support of clients

The system integrator and Navicon developer announced on October 8, 2020 implementation of the CRM system of Terrasoft of Creatio in the EPM Group. The project team created uniform base of clients and suppliers and also automated the business processes connected with sales and technical service. As a result the staff of the company received uniform tools for control of the arriving addresses and could reduce time of their processing considerably.

For years of work the company had a large number of clients, suppliers and partners, however information on relationship with them was stored in a separate type and in different sources. Besides, many business processes connected with sales and technical support of clients were not automated that complicated control of transactions and work with the arriving addresses from clients. The management of the EPM Group made the decision to implement the CRM system which automates these groups of business processes will simplify and will accelerate work with sales and customer appeals.

The project was implemented together with Navicon system integrator. At first the command consisting of employees of the EPM Group and specialists of Navicon created the single database where it collected all customer information, partners, partners and relationship with them. Further it implemented in the EPM Group two modules of the CRM system of Terrasoft Creatio (before bpm’online) – Sales Creatio and Service Creatio.

The module Sales Creatio allows to create the unrolled profile of each partner and to build with it the best tactics of interaction and also provides a unified environment for work with sales of different types. Each stage – from requirements analysis of the client and signing of the contract before order fulfillment and shipment of products – is accurately regulated, and all routine processes are automated. Thanks to it employees of the EPM Group can close more quickly transactions and control all aspects of sales online.

Using the module Service Creatio technical support specialists can process the arriving addresses to short terms: a system classifies them depending on the channel of receipt of a request (phone, e-mail), transfers to processing to responsibles and automatically closes after all tasks of the address are carried out. Contractors, in turn, can get acquainted with analytics on different cuts: categories, periods and subjects of addresses, dynamics of their registration and closing, statistics on the current addresses.

A system was implemented in four cities of Russia and also at the Berlin office of the company. These divisions not only are in different time zones, but also differ in a number of business processes. Therefore we were faced by one more task in addition to creation of uniform base of clients and building of transparent process of work with addresses – to unify processes in this CRM system so that from each office it was convenient to users to work with it, – Sofya Totmakova, the leader of practice CRM&RPA in Navicon company comments.

The EPM group delivers products to 60 countries, and for us it is extremely important to give technical support to all clients quickly. Thanks to the system implemented jointly with specialists of Navicon our employees have an access to complete history of customer relations regarding sales and technical support now. Besides, thanks to automation of regulations of service we could reduce terms of processing of the arriving addresses and to see the status of work on them online, – Alexey Sled, the chief of the department on development and support of business applications in the EPM Group notes.

Also during the project the packet of the project documentation which is going to be used further when implementing other IT projects in the EPM Group was developed. For October, 2020 in the CRM system more than 80 users from five cities work. Some time ago the project of support and development of a system within which more than 20 tasks expanding its functionality are already implemented started. In plans – improvement of the current processes and automation new, connection to work in the system of users from other divisions.