Magnitogorsk Iron and Steel Works (MMK) (1C-Bitrix24)

2024: Unified sales ecosystem. Implementing a CRM System to Improve Customer Service

Tasks

• Ensure the consumer's request from CRM the initial stage to the order in ERP Oracle the EBS R12 system;
• Systematize consumer contacts and ensure omnichannel information collection;
• Integrate [marketing] tools to interact with B2B customers;
• Develop a new personal account of the consumer of products of PJSC MMK based on the MMK Market marketplace.

Project progress

MMK took a course towards digital transformation to strengthen client centrality and omnichannel when interacting with the client, to increase loyalty and increase the period of cooperation with customers. The main task was to create a sales ecosystem related to the metal product marketplace, into which a CRM system would be built to form pricing processes and provide a single client service.

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Фото: CIT Fact

Within the framework of the project, the level of reporting and submissions necessary for the business was implemented. The complexity lay in a wide range of commodity nomenclature and complex business processes. A unique way of selecting items has been developed taking into account the test values ​ ​ set by the client in the form of a flexible item designer.

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Фото: CIT Fact

Integration

• Complete integration with ERP to communicate sales, pricing, and production plans.
• Bilateral integration with, telephony Avaya interaction with clients through unified omnichannel communications (calls,,, email chat boat Telegram online chats in your personal account).
• Integration of CRM with the marketplace for information about transactions and claims.

Results

• You have created a single sales workspace.
• Significantly increase the speed of processing client requests.
• Improving the quality of customer service through omnichannel.
• A personal account has been created to track orders, claims and generate applications.
• The ability to expand the functionality of the CRM system both by customization and the emergence of new standard functions in Bitrix24.
• A mobile application has been adapted for operational work with orders, obtaining information, managing tasks and communications.

2023: Corporate Employee Portal Update

Tasks

• Updating the corporate portal for employees of the Group of Companies of PJSC MMK;
• Integration of various internal systems to ensure end-to-end seamless portal operation;
• Creating an adaptive version of the portal for any mobile devices;
• Implementation of a gamification system to encourage active users;
• Setting up widgets with loading data from the personnel information system;
• Provide a modern design and easy navigation so that employees can easily and quickly find the information they need.

Project implementation

developed There was a new modern portal design that improved the appearance and usability. An important component of the corporate is widgets with information that combine information from the CIS of PJSC "Personnel" MMK module and the unified digital platform "Atach." Employees can customize widgets through personalized widget customization. There are five main widgets: atach, next shift, receipt, overalls next vacation, next. medical examination

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Фото: CIT Fact

Implementation of the gamification system

To increase employee engagement, a gamification system was developed from scratch. For active actions on the portal, users receive points that can be exchanged for real gifts in the future: movie tickets, books, etc.

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Фото: CIT Fact

Adapting Key Blocks

• Updated job block, birthday block and photo gallery;
• Sections with internal documents and company policies have been added;
• A board of honor has been implemented to display the achievements of employees;
• Added the ability to mark people in photos;
• The news block is made as convenient and informative as possible so that employees can easily learn about the latest events in the company, publish news of their divisions;
• The calendar of events displays upcoming events, made by analogy with the "live tape."

Result

• Attendance is about 1,000-1,500 users per day.
• Employees actively use the updated functionality.
• The updated design and improved functionality have improved the usability of the portal.

Project implementation period: May-December 2023.

2021: MMK Marketplace

Project Background

The customer came to the company "Fact" with the idea to create a site from scratch, where the products of three companies will be presented: PJSC "MMK," LLC "Trading House MMK," OJSC "MMK-Metiz." For the company, a new service is the ability to reduce the chain between the manufacturer and the end buyer. The main target audience of the marketplace is regular customers, official dealers and retail consumers, which means that the service must take into account the needs of different customers.

Purposes

• Create a modern marketplace for selling products directly to customers
• Increase the share of online purchases and automate the sale process
• Increase awareness of PJSC Group organizations MMK through digital channels

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Фото: CIT Fact

Decisions

Catalog

Dynamic generation of names. The system itself creates the name of the article in the catalog according to a certain scheme, focusing on the values ​ ​ described in the properties. This is convenient when the product has its specific properties (appearance, strength, thickness, etc.).

Automatic conversion. In the item master record, you can select a unit of measure (ton/piece/run meter) and the system will automatically recalculate the price. This is reference information, when ordering, the product is indicated in basic units of measurement (for example, ropes - in meters, sheets - in tons, etc.).

Personal account

In the personal account, in addition to the usual sections, the specialists of the company "Fact" worked out tabs related to the specifics of the industry: "Auctions," "Claims," "Quality Certificates."

When registering, customers can choose whether the status is an individual or a legal entity.

Checkout and Delivery

• Several "quick" order scenarios have been implemented;
• You have set up delivery methods based on warehouse and product type with automatic pricing;
• Popular payment methods have been implemented, including those used bank cards for retail buyers, as well as payment by account for legal entities;
• For legal entities, a scenario for buying online on credit was worked out and implemented - the first service in Russia on the SberBusiness platform.

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Фото: CIT Fact

Result

The company has a plan to achieve the status of the best supplier by 2025, the development of sales through digital channels is part of the strategy. Going online has made it much easier for customers to find and order the desired products. And the customer received a service that includes all the elements necessary for the development of E-commerce.