Franmer (IT-Grad Cloud)

In 2009 FRANMER makes the decision on transition to the cloud platform especially as the market of cloud services became much more more developed. But as at the time of transition to a cloud of FRANMER had no experience in assessment of IaaS-providers, the selected supplier was unreliable. Having worked with it exactly a month, instead of positive dynamics of FRANMER receives dissatisfaction in questions of the organization of services and qualities of the rendered services. Therefore it was necessary to analyze the market again and to look for suitable provider. As in priorities of the company the customer focus is on the first place, from new service provider the guarantee in ensuring business continuity and a possibility of rendering technical support in the shortest possible time was required. IT-GRAD — cloud provider to whom FRANMER as a result gave preference successfully copes with these requirements already more than 7 years.

The flexible payment system and the guaranteed stability which is provided in IT-GRAD completely suits us. We tried to work with other service providers in Moscow, cooperation with them was short. Artem Kalaydzhyan, director of the Moscow representative office of FRANMER

The services which are taken out in an IaaS-cloud of IT-GRAD

in an IaaS-cloud of IT-GRAD a large number of FRANMER services is taken out, the distributed 1C base and virtual call center are basic of which.

Principle of work of cloud call center

Advantage of cloud call center is that all arriving calls pass through a digital exchange, get to 1C, instantly extending contacts of partners, the including names, a surname, a middle name from base. Thus, managers of FRANMER see parts on all incoming calls if, of course, it is not the new client.

Features of 1C in "cloud"

As FRANMER locates a large number of dealer offices in the different cities, the centralized access to uniform base 1C is necessary for all staff of the company. Such functionality was implemented due to transfer of 1C base in an IaaS-cloud of IT-GRAD.

Figure 2. The scheme of the organization of the centralized access to 1C base in a cloud of "IT HAIL"

Connection of employees to uniform base will be organized using remote access. At the same time the system of protection ensures confidentiality and data security at the address to her. And in case of any unforeseen situations employees of the round-the-clock technical support of IT-GRAD are always ready to help.

Besides, in FRANMER integration of the SMS server with 1C is organized that provides automatic SMS informing clients. The feature of approach consists in the automatic notification of clients about different events, whether it be departures, debts or something else.

The uniform base 1C is a key link of infrastructure of FRANMER. Therefore, in case of its unavailability the company performance in general will be stopped. We will not be able to receive calls, to send commercial offers, to provide automatic SMS informing clients. Our work will be completely stopped. Therefore stability for us is priority number one. Artem Kalaydzhyan, director of the Moscow representative office of FRANMER

Project Features

Upon transition to a cloud the company was faced by a task of the organization of call center with a possibility of determination of customer numbers on the basis of data of 1C base. At first sight the task looks standard and can be solved using Bitrix. But FRANMER did not use this product therefore began to look for alternative options in public market.

As a result the solution was found, but its implementation in practice turned out not such idle time as it would be desirable. The matter is that the selected option generated quite difficult chain of interrelations between four different cloud solutions:

1. Found a product of cloud telephony with a user-friendly interface to 1C which is able to receive calls. But one company was engaged in this solution.
2. U them did not appear opportunities to organize a digital exchange therefore addressed the partner company and organized cloud automatic telephone exchange.
3. Besides, virtual numbers were provided by the Mango Office operator earlier known as Mango Telecom.
4. A base of contacts was stored in virtual infrastructure (IaaS) on the party of cloud provider of IT-GRAD together with other information systems.

Project Results

The difficult chain of interactions turned out. The main complexity consisted in ensuring stable work. For achievement of goals it was necessary to reprogram automatic telephone exchange and software which provides the user interface. On this process a lot of time as FRANMER historically used 1C for storage of all corporate normative reference information (NRI) left, but to leave from it the solution towards the decentralized storage of reference books was not presented by reasonable. And the ready tool capable to integrate 1C into the selected cloud automatic telephone exchange, at that time it was not succeeded to find.

In spite of the fact that process of transition to a cloud was difficult, difficulties of integration remained behind. Stable work of key business applications in a cloud promotes steady growth of the company. Today using cloud computing of FRANMER performs uninterrupted service of the clients that provides an appreciation of their satisfaction.