Implementation of CRM on Novolipetsk Metallurgical Combine passes into a closing stage

The IBS group approached a final phase of creation of support system of sales of products and customer interaction for Novolipetsk Metallurgical Combine (NLMK).

Tasks

Main objectives of the project are improvement of the service level of clients and also increase in sales and cost reduction due to liquidation of information and organizational barriers, process optimization and instruments of interaction with buyers. The plant's management expects that a system will allow not only to improve approaches to work with clients, but also to strengthen image of the company as the reliable supplier who is thinly reacting to customer needs and dynamics of the market.

Opinion

Sergey Pshenitsyn, the project director and the head of practice of Microsoft Dynamics in IBS noted: "Now in many segments of production of industrial goods and services changes at which producers begin to experience the serious competition are observed and see direct need for the applied tools which are directly affecting service quality and customer satisfaction. For this reason implementation of CRM in the industry becomes extremely hot topic today. We, in turn, are glad to offer clients the services, long-term experience and industry expertize that allows to master successfully the most modern IT technologies in this area".

Expectations

After complete input in commercial operation the Microsoft Dynamics CRM platform will become the main new sales system of plant. On its base jobs of staff of NLMK who in a single window of an email client see not only e-mail, but also all other information necessary for high-quality service of buyers are already organized. So, for example, directly from MS Outlook the staff of NLMK can register a request or the request from the buyer and in real time to configure the specification considering all parameters of future order. After approval of volumes, terms, price and other parameters, specifications automatically get to an enterprise management system where then turn into orders for execution. At the same time in the CRM system not only the order status, but also all other information which can be required by the buyer or the employee of sale at any moment is traced.

As a result of this project already in the nearest future NLMK will be able to offer the buyers the whole range of useful, relevant, but earlier unavailable services which will make interaction of all consumers with huge plant simple and convenient. In particular, for potential and current clients will shortly earn the special Internet portal using which buyers will be able independently to specify any interesting characteristics of desirable delivery in a user-friendly and clear interface, to look at an order status, to register a claim, etc. It, in turn, will allow to simplify considerably interaction processes, to exclude excess document flow, to lift the corresponding limits by the number of the addresses accepted and processed by commercial and technical services of NLMK.