"MTs NTT Rostelecom" completed implementation of CRM

As a CRM system one of blocks of the existing system of billing developed by regular programmers was used. The existing CRM block is feature set on contact management.

The company management made the decision to develop the system of customer interaction what requires implementation of more perfect program. The choice fell on software "1C:CRM CORP" since:

• Software is completely integrated with that information system which specialists of ours develop for "MTs NTT Rostelecom" (in more detail about a system);
• The cost of ownership of this system is significantly lower than support of own program.
• Functions of this program almost completely meet requirements of specialists.

"1C:CRM CORP" is an analytical CRM system for the companies of large business. In the solution a number of the additional functions considering requirements of the company will be implemented.

The main tools which will be included by technology of management of customer relation (CRM):

1. Management of the customer base. Collecting of all data on clients in the uniform customer base of the company, detailed characteristic about each client and the contact person, expanded analytics on the client, dynamics of state change of customer relations, a possibility of quick entry and an information access about the client;

2. Contact management with clients. Accounting of a contact history with clients, registration of a customer need, scheduling of contacts of clients in real time, operational information transfer between departments, planning of contacts, templates of standard contacts with clients;

3. Management of working time (time-management). Planning and control of actions (meetings, calls, internal actions), coordination of work in time (viewing and the analysis of calendars of several users, with a possibility of planning of joint meetings), the system of reminders and issue of tasks. Scheduling: a workplace of heads of divisions, acceptance and distribution managers of the entering events, control of load of staff of divisions with a possibility of distribution/redistribution of loading between them;

4. Business process management (BPM). Subsystem of design, publication and efficiency analysis of business processes. Ready business processes on work with clients and a possibility of creation new, creation of regulations of work with clients and templates of standard actions, on sale, service maintenance, works with claims

5. Sales management. Management of stages and stages of sale on the basis of business processes, creation of standard templates of actions for sale, the mechanism of automatic preparation of commercial offers and agreements, the mechanism of operational management and cyclical analysis of sales — "a funnel of sales".

6. Management of marketing. Selection of static and dynamic segments of clients; management of marketing campaigns: planning and budgeting, approval, carrying out and efficiency analysis of marketing campaigns (ROI); questioning of clients and partners, telemarketing, analysis and optimization of the offer (products and services); personified electronic (e-mail, the SMS, the fax) mailings and DirectMail; monitoring of activity of competitors.

7. Service and warranty service. Accounting of the goods which are on service: on serial numbers, terms and types of service. Management of service addresses and customer orders on the basis of the automated business processes.

8. Knowledge management. The knowledge base on sales, goods, competitors, service is available directly in the CRM system; structuring information, full-text search on a key word, quick access to information with a possibility of immediate transfer to her client by method, convenient for it (e-mail, the SMS, the fax, DirectMail).

9. Simplification of accomplishment of routine transactions. Integration into e-mail, easy preparation of reports, the assistant to input of new clients, automatic filling of commercial offers and agreements on the basis of information of a system, search of doubles of clients, group processing of clients, document transfer and transactions on other manager, filters.

10. Usability. Information display on "desktops", a possibility of the choice of necessary information blocks in work, concealment of unnecessary or redundant information, color keying of information with a possibility of setup of the color scheme, emerging information "Popup" the banners clear to employees of the card of business processes.

11. Analytical reports. Multiple factor analysis of contacts and sales, ABC/XYZ analysis of sales and products, analysis of a status of work with clients, "funnel of sales", rating of work of managers on all aspects of activity, expanded analysis of the customer base, efficiency analysis of return of investments into marketing (ROI), postadiyny analysis of business processes, etc.

12. Data protection. Differentiation of access rights to information for users, ensuring access of users only to information on the clients, compatibility with popular means of network infrastructure and cryptographic protection.

13. Integration with other systems. A system has ample opportunities of interaction with other applications and provides:

• double-sided data exchange with the Microsoft Outlook program (e-mail, tasks, calendars, contacts);

• integration with Microsoft Office or OpenOffice for preparation of printed forms of agreements, commercial offers or other standard documents;

• integration with office telephony (CTI), CallCenter, the SMS, the fax and e-mail;

• double-sided data exchange with the accounting systems: "1C: Accounting 8", "1C: Accounting 7.7", "1C: Simplified Taxation System";

• loading of address qualifiers and other reference information;

• data exchange with other applications through text files, DBF files and XML documents.

• search and display on the Internet card of location of clients to the address

• the integration mechanism with Infinity is based on data transmission in real time between "1C:CRM CORP" and Call center of Infinity as a result of which new opportunities for implementation of business challenges, such as open: creation of the systems of self-service and registration of addresses, automation of services of call-down and many other things.

14. Record of a telephone talk – integration of "1C:CRM CORP" and a recording system of telephone negotiations (CLON). The file of record of telephone conversations becomes attached to the document "Event", right after completion of a conversation. It is possible to listen to telephone conversation from 1C: Enterprise, both from the document "Event", and from a list form of events. Search of specific record becomes simpler (we look for not just by the phone number and on the specific partner or contact)

15. Work out of office by means of the Internet. Work with the customer base, maintaining history of customer relations, management of working time (time-management) are available during the work with the web client, since edition 1.4 of the solution "1C:CRM CORP".

This software product will allow to organize effectively joint work of all divisions of "MTs NTT Rostelecom", including:

• purchasing department;
• sales department;
• service of telemarketing;
• service center;
• line of consultations ("hot line");
• service of marketing and PR;
• service of quality;
• secretariat (dispatching department);
• administration;
• production (regarding business process management).

Project Completion

On December 19, 2013 the MTs NTT LLC company announced project completion of implementation of electronic document management and the CRM system on the platform of software products of 1C.

Project retrospective

On December 26, 2012 the MTs NTT LLC company initiated the project.

System implementation of electronic document management (EDMS) is caused by business needs for growth of efficiency of processes of approval and need of the automated accounting of the entering, internal and outgoing documentation.

System implementation of CRM is necessary for improvement of indicators of customer relations and simplification of procedures of a design and execution of requests for provision of services of the company.

EDMS is decided to be built using the 1C: Document Flow CORP software product. As a basis for the CRM system – a subsystem of CRM of the 1C: Manufacturing Enterprise Management 8 software product which is already working in the company.

- Together with the CRM system it was possible with system implementation of electronic document management, both to accelerate document handling, and to automate control of observance of procedures and regulations. As a result for employees of the company the convenient tool which significantly improves customer service quality is created, - Stanislav Mukhunov, the advisor to director general of MTs NTT, the curator of the project emphasized.

- The project was rather difficult as we for the first time developed and implemented at the same time two subsystems: EDMS and CRM. Nevertheless, we managed to integrate these subsystems into the ERP system of the enterprise and to adjust full data exchange for review of necessary document types of the CRM system. Also, we created the analytical reporting allowing to control and analyze the most important process connected with customer service – execution of the request for rendering services, - Vladislav Goncharov, the project manager from outside of "Absolyut-Soft" noted.