1C-Rarus built a sales management system based on 1C: CRM KORP for Russian Helicopters

2021: Implementation of Automated Customer Relationship Management System

On June 3, 2021, the 1C-Rarus project team announced the completion of a project to introduce an automated customer relationship management system in the interests of the civil helicopter sales unit of Russian Helicopters JSC. Information system 1C: CRM KORP combined the work of 100 users of JSC "Helicopters of Russia."

Prerequisites

Russian Helicopters Holding is actively developing both in the Russian market and abroad. To interact with customers, the management of the holding at the end of 2018 decided to introduce an automated customer relationship management system 1C: CRM CORP. At the time of the launch of the project, the holding did not have a single IT infrastructure for managing sales of civilian helicopter equipment. There was a difficulty in managing incoming requests from prospects, it was necessary to move from the concept of developing requisitions to managing the entire cycle of relations with the client. The storage of information about customers, the fleet of helicopter equipment and the market as a whole was fragmented.

Project Partner, Goal and Objectives

1C-Rarus, which has experience in the development and implementation of CRM systems, has become a partner in the implementation of the system.

The goal of the project is to improve the quality of interaction with customers of civilian helicopter equipment, increase sales efficiency and reduce production costs due to better coordination and optimization of the production plan.

Project Tasks:

• Improve sales manageability and increase employee productivity.
• Increase customer satisfaction.
• Increase the efficiency of marketing activities.
• Avoid loss and error when communicating customer needs.
• Reduced time for management reporting to management.
• In the future - an increase in sales due to an increase in conversion and the amount of the transaction per client.

In a single information base 1C: CRM CORP, the work of 100 users is combined. The information base is located on servers in a single center.

Project course

The CRM system has been integrated with the following holding IT systems:

• Corporate site.
• Electronic document management system.
• Postal Service.
• Customer relationship management system of JSC VSK.
• Automated system "Pricing."

Results of the project

According to the recall of the holding "Helicopters of Russia":

• The implementation of the CRM system has improved the process of processing requests from potential customers. The time of work on the transaction from the adoption of the initial appeal to the preparation and approval of the technical commercial proposal was reduced to 40%.
• Cases of loss of information are minimized, the negative effect due to the dismissal of employees is prevented.
• A single database of existing and potential customers has been created in the CRM system. The information is structured according to various analytical sections. Company managers can more reliably predict the demand for replacement, which has developed a resource of helicopter equipment, spare parts and maintenance work and offer company services.
• Increased labor productivity was achieved through the automation of labor-intensive, routine operations. Employees have more time to perform analytical work and interact with customers. The system allows you to prioritize the execution of tasks and interact with target customers.
• The data analysis capabilities in 1C: CRM CORP have reduced the time to prepare management reports for management, as well as consolidated statements on the work of the holding by 2 times.
• Integrations with automated systems are implemented: Corporate site, Electronic document management system, Automated pricing system, customer relationship management system of JSC VSK.
• A centralized library of hashtag searchable documents has been created, reducing the time to prepare marketing and reference materials by up to 30%.

Director of Information Technology of Russian Helicopters JSC Krasnov Alexander Alekseevich summed up the project: "The project goals have been achieved. We have received a good tool to improve the quality of customer service, increase the efficiency of the sales process and communications between the units of the civilian helicopter sales unit in the Management Company. The analytical capabilities of 1C: CRM CORP allow you to monitor the work of the commercial service and quickly make management decisions. In the future, we plan to replicate the decision into five serial plants of the holding and include their commercial services in the general work outline. "