BAT Russia switched to the domestic low-code platform BPMSoft

2023: Move to BPMSoft

BAT Russia migrated to the Russian CRM a solution BPMSoft developed by "" Lanit Omni(part of the group). LANIT The implementation was implemented by Norbit's team of experts. The transition domestic software to will ensure the sustainability and continuity of the business of one of the leaders of tobacco. LANIT industries announced this on September 14, 2023.

Based on the common CRM, marketing and service were automated: boxed versions of modules with deep customization were deployed in the cloud. As of September 2023, BAT Russia uses all the capabilities of the new centralized platform BPMSoft to orchestrate complex and distributed processes. It combines information across more than two million customers, preserving interaction history, preferences and valuable data. All activities are now produced according to a single standard. Due to this, much less time is spent on routine operations, possible errors are reduced.

Digitalization of business processes increases their efficiency and significantly increases the speed of response to any changes in supply chains, demand and market situations. The company's specialists now quickly interact with customers, inform about additional opportunities, set up personalized communications, relying on "smart" segmentation of audiences. Advanced analytics tools help control employee load, flexibly manage resources, and optimize client service. Within the framework of the project, a survey system was created, integrated with the "Questionnaire" service. A detailed analysis of the sentiment and needs of customers by key triggers - products, quality of service, degree of engagement, greatly simplifies management decision-making and implementation of best practices.

As part of the migration, it was necessary not only to maintain functionality at the same level, but also to optimize the main IT costs. We have chosen a platform that is relevant and suitable for tasks - BPMSoft, the infrastructure has been deployed in the cloud. Now, on the one hand, we have the opportunity to save resources, and on the other, we can, relying on low-code and bpm approaches, feel much freer in dynamically changing market conditions, said Maria Dovidenko, senior IT business analyst at BAT Russia.

Projects of this scale are important not only for the company in which they are implemented, but also for the market as a whole. The more successful cases and migrations are implemented, the more confidently Russian solutions will compete, the more often the business will lean towards domestic products, noted Nikolai Savelyev, Deputy Commercial Director of NORBIT.

The implementation team faced extremely ambitious tasks, it was important not to lose as a service, and partly even to strengthen it in some areas. And this was quite possible: BPMSoft initially had impressive potential for scaling and development. Its flexibility made it possible to customize box modules for specific goals and tasks of the client, noted Yuri Vostrikov, General Director of LANIT Omni.