Synterra developed a management system for sales and customer interactions

In Synterra telecommunication company the implementation project of a management system for sales and customer interactions based on Microsoft Dynamics CRM is complete. The project is implemented by AND Project company. In a project deliverable the efficiency of internal business processes and service quality of customers is increased and also the operating costs of the company connected with sales process and rendering services are reduced.

The project is implemented for the purpose of creation of the system integrating work of all divisions of the company participating in management processes, sales and rendering services in unified information environment.

Using the CRM system the speed and quality of implementation of difficult telecommunication projects thanks to observance of normative terms from accomplishment are increased. Consolidation of several processes within an algorithm of sale and rendering services allowed to increase efficiency and synchronism of interaction of technical and commercial services, employee performance of sales departments and quality of customer service.

Project works began in May, 2008 and came to the end in December, 2009. A system covered the Moscow office of the company and 10 regional representative offices. In a project deliverable activity of department of sales, project management department is automated, the divisions which are responsible for marketing and advertizing support of the enterprise functionality of a recording system and maintenance of problem situations in network of the operator are expanded.

One of key sections of the CRM system – the development of the consolidated model of metadata which allowed to execute integration with the IT systems functioning at the client. Information exchange is implemented based on the summary data warehouse designed by specialists of customer organization with assistance of the staff of integrator. The developed database gave the chance to integrate separate customer information and to collect the most complete information about customers and the history of relationship with them within a common information space.

The management system for problem situations in network of the operator (Service Desk) which integrates data of technical support with sales processes and customer service in a common information space became one of the important modules CRM.

According to integrator, automation of the block of sales which was complete in June, 2009 became the most responsible and long stage of the project. Need to reflect the regulations of customer interaction existing in the company and methodology of sales in the CRM system belongs to features of this stage.