TASS has implemented a customer relationship management system based on the "1C:CRM" configuration

2022: Implementation of the Customer Relationship Management System

On June 16, 2022, AKAM announced the implementation of a project to implement a customer relationship management system based on the 1C:CRM configuration in ITAR-TASS.

According to the company, before implementation: 1CCRM TASS did not have a unified system for planning and accounting for customer relationships. Numerous systems and reports (, Excel Access,,,, etc.) were used, Word Google Docs Outlook which did not allow you to see everything data in one window and required additional time work from employees. The need to comprehensively analyze the effectiveness of communications with customers was identified, to quickly get an idea of ​ ​ the progress and results of the transaction and marketing activities.

The goal of the project was the introduction of an information system in the agency, which provides the possibility of improving the efficiency of the sales department and the marketing department by:

• optimization of customer service by storing information and history of relationships with them;
• Optimization of interaction between employees
• quick access to sales information for analytics and management decision-making;
• acceleration of collection and analysis of department budget data, actual data and deviations, interactive change of forecast data;
• reduction of time for preparation of reports by the management apparatus.

It was also necessary to optimize the work of conference management by:

• automation of the stages of preparation and implementation of conference management projects;
• Automate interaction planning and monitor customer agreements.

For the first time, the 1C:CRM solution has been adapted for a news agency providing a wide range of information services, events, projects and advertising campaigns.

In connection with the peculiarities of the establishment of contracts, the structure of the client's card and the contact person has been changed. Updated analytics "Brand" has been introduced. Developed AWS communications for working with different types of communications: e-mail, meetings, telephone calls. It is possible to work with tasks for coordination from mail. The creation and execution of marketing activities is implemented using business processes in the system.

Project results:

• The implementation of CRM made it possible to eliminate all these shortcomings and optimize the effectiveness of the Sales Department, Marketing Department and Conference Office.
• The creation of a unified customer database optimized the quality and speed of customer service and provided quick access to sales information for management decisions.
• Such systematic work to standardize business processes in terms of sales organization in the agency is carried out for the first time.
• The implementation increased the quality and completeness of customer data by 45%, reduced the time for preparing commercial offers by 60% by unifying access to the product portfolio and prices, and managers began to spend five times less time preparing and coordinating client lists for commercial events.

Implemented Software Products:

1C:CRM:

• Customer base
• Products and prices
• Sales and Projects
• Communications
• Planning and Execution

Solution Architecture and Project Scale:

• The exchange with 1C: Enterprise Accounting Department was carried out with data on the sales process.
• Automated data acquisition from 1C: Payroll and HR Management for new employees.
• Work with the creation and launch of Advertising campaigns with the Adfox service (service Yandex);
• MS Exchange integration is configured (without storing authorization data inside 1C: CRM);
• Integration with agency article citation monitoring system (Antiplagiate);
• Integrated with telephony via 1C solution: Rarus Integration with telephony (Softphone)
• Integration with the Unisender mailing service has been implemented.

As of June 2022, there are 5 divisions in the system:

• Sales Department;
• Marketing Department;
• Office of Conferences;
• Sales Support Department;
• Accounting.

For June 2022, the project continues its development, blocks are planned for the implementation of updated functionality, as well as integration with existing TASS systems, connecting employees of regional information centers to the system.