Store.softline.ru optimized efficiency of sales using Creatio CRM system

2021: Creatio implementation

On January 12, 2021 the Softline company, the supplier of IT solutions and the partner of Terrasoft Rossiya, announced implementation of the CRM system of Creatio in the Internet shop Store.softline.ru for the purpose of automation of e-commerce of processes, acceleration of a full stroke of sales and optimization of productivity of employees. On the basis of Creatio the uniform organizational technology platform using which specialists can configure and analyze conversion and funnels on each source of leads was created, to estimate efficiency of business processes and marketing campaigns.

According to the company, need of Store.softline.ru for modern tools for sales management was caused by the increased demand for purchases online. Among the business challenges solved by a command — to collect in a unified environment separate data from the different systems (Excel, 1C, Outlook, Google Docs, the admin panel of the website), to regulate a role of managers and heads in sales process, it is correct to structure performance indicators of specialists, to trace order motion speed on a funnel, to calculate conversion on each source of leads, to carry out fragmentation.

The open Creatio enterprise-platform optimum was suitable for solving of tasks of the company. Among the main requirements imposed to a system — the low cost of ownership, deployment of the on-premise platform, tagging of customer appeals and setup of queue of processing on each channel of leads. After the end of project works in March, 2020 trial operation of the platform, and at the end of April, 2020, despite the accompanying restriction pandemics started, a system was started in work.

Thanks to online training of future users employees of Store.softline.ru at once began to apply actively the CRM system in the work. The combination of technologies low-code, BPM and CRM in one platform allowed specialists of the Internet platform after start independently to finish, support and develop a system.

Using possibilities of the platform, the command of Softline configured basic processes of sales and also operational to the sales analyst that helped the client to see end-to-end funnels on each source of leads and to estimate conversion and process performance of sales. Now the staff of online store can trace the time spent of the transaction for a certain stage and detect bottlenecks in processes. Alexander Bondarev, the head BPM in Softline told

The implemented CRM system gives the chance to notify users on lack of both payment of accounts, and reaction of clients to communications. Thanks to the Creatio functions it is possible to reveal the "overdue" or "hung up" tasks, to build charts of efficiency of activity of employees, to define a role of managers and heads in sales process. Svetlana Ermakova, the architect according to CRM solutions of Softline company explained