Implementation of 1C:CRM CORP to "CAEN the CAR"

In KAN AVTOVAZ LLC based on the solution "1C: Enterprise 8. CRM CORP" call acceptance, accounting and control of telephone negotiations at all stages of customer interaction is automated. The instant information access about the client and this, necessary for full informing the potential buyer on car sale and company services is provided. The quantity of not answered calls was reduced, control of work of employees amplified, the detailed analysis of customer satisfaction on all activities of the company is kept. Automatically detailed statistics on all calls, requests and preferences of buyers forms that promotes optimization of purchases at suppliers and to improvement of marketing strategy of the company. Implementation is executed by Intelkom company Kazan. 50 jobs are automated.

It was for this purpose necessary to simplify and accelerate acceptance and processing of addresses of potential clients, to provide to call center operators first information support in the course of carrying out telephone negotiations.

For the purpose of quality control of work of managers, the objective analysis of the reasons of discontent of clients established by a regular feedback for the management CAEN it was required for the CAR detailed information on the course of all negotiations.

Besides, for efficiency evaluation of work on car sale and company services, the analysis of consumer demand, the detailed statistics on all telephone contacts was required, and, first of all, for addresses of potential buyers.

The management was the solutions "1C:CRM CORP", "1C-Rarus are selected: The softphone" which allowed to involve possibilities of the modern equipment installed in new call center of the company to the maximum. Project implementation was entrusted Intelkom company with which earlier the car showroom "CAEN CAR" successfully cooperated on system implementation of 1C:Enterprise 8.

Mini-automatic telephone exchanges of the company, a control system of telephone conversations of Clon, "1C-Rarus are united in a uniform hardware and software system: Softphone", 1C:CRM CORP. Integration of 1C:CRM CORP with a system "the Alpha car is executed: A motor show + Car service + Auto parts" in which all data on the client (the history of addresses, personal discounts etc.) and also the complete information about services of car services and car showrooms of the company are provided.

The created hardware and software system provides a voice greeting of the subscriber, automatic fixing and redirection of incoming calls taking into account the services or cars interesting the potential buyer, formation of queue of calls in case of employment of all telephone lines. In "1C:CRM CORP" information on all calls is saved and systematized, detailed statistics of the switchings on types of activity, information sources, quantity which are missed, accepted at once or expecting queue of calls quickly forms.

Use of modern technical means allowed the company:

• define the periods of peak loading of operators during the working day and to optimum plan their work,
• practically to nullify quantity of not answered calls, so and to increase number of potential sales of services and cars.

Subscriber identification by the phone number is configured. If customer information with this number is already available in 1C:Enterprise 8, a system at once shows it to the operator. For the new potential buyer in a system "the client's card" with registration of his phone number is automatically created. As a result the base of potential clients of the company extended, the relevance of the contact information provided in it, efficiency of mailings and customer notifications about stocks and offers CAEN of the CAR increased.

The step-by-step dialogue system helping to conduct telephone negotiations most effectively is developed for call center operators in 1C:CRM CORP. Depending on a request of the potential buyer, during the conversation on the screen messages hints are output, a system quickly provides necessary information on existence in a motor show of cars of a certain model / complete set / color, service prices of corporate car service and the additional equipment, possible time for service in car service, etc. For the majority of questions the list of possible answers automatically is submitted what saves the employee from search in the system of the necessary data and "manual" input of the data received during the conversation. For example, one click of a mouse is enough to plan the appeal of the client to corporate car service in time selected by it.

As a result for one call and with the minimum costs of time the potential buyer obtains the comprehensive information on all "automobile" questions interesting him, at the same time he will never hear from the employee "I do not know" or a request to call back for refining of some data. In "1C:Enterprise 8 .CRM CORP" statistics of interest of clients automatically forms (requests on specific brands, models of cars, flowers, services and the prices of car service, conditions of purchase, crediting). Availability of similar information allows to plan more precisely purchases of cars at suppliers and not to order any models "in use".

Considerably opportunities for the marketing analysis extended. For example, comparative statistics of compliance of requests for services of car service to the actual arrivals of clients is kept that allows to regulate flexibly service prices, to have the complete information about wishes of potential clients, to plan advertizing and marketing campaigns. Statistics on sources of addresses helps to analyze in details efficiency of advertizing campaigns that is extremely important for formation of successful marketing strategy of car showrooms "CAEN CAR".

Gain of control of content of telephone conversations on all activities "CAEN the CAR" became a key project deliverable for the company. Now, thanks to loading in 1C: Enterprise of the telephone conversations given from a control system, the management of a motor show can carefully analyze each call. There was an opportunity to objectively estimate quality of work of the employee or department, to reveal the errors and defects allowed in the course of negotiations. Clients obtain the comprehensive information to inform the potential buyer on company services as the new system of accounting and control of telephone negotiations stimulates managers most fully.

It became simpler to conduct regular telephone surveys of clients for the purpose of monitoring of quality of the provided services and opinion of the client on the level of service of the company: now it is possible to phone to the client one click of a mouse. If the operator fixes discontent of the client, a system automatically notifies the head of the relevant division. At the same time CAEN the CAR is analyzed by the management the maintenance of a claim, actions of subordinates for its elimination are controlled, repeated monitoring of customer satisfaction is performed.

Optimization of work with addresses of the potential buyers, strict control of work of each employee, package of measures directed to the maximum satisfaction of customer needs helped the company to raise considerably the quality level of customer service and to increase the sales volume of cars and company services by 20%.

Salayeva E.A., deputy CEO of AVTO KAN group: "Already the first project deliverables allowed to estimate advantage of a new system fully. It allows us objectively and practically at once to estimate advertizing efficiency. It is important for us as the company regularly places different advertizing filmlets on TV channel with information on actions and offers on different brands of the cars delivered and serviced by the company. Need for the large volume of the routine work connected with collecting and the comprehensive analysis of statistics of customer appeals and further actions of the company on them disappeared. Besides, with implementation of a new system control of work of call center and managers of car showrooms of the company became simpler, and work assessment is under construction only on the basis of objective data now".