NORBIT automated management of customer service in THIS group

2018

On November 7, 2018 the NORBIT company announced control automation by customer service based on the solution "to NORBIT: CRM for car dealers" in THIS group – one of automobile dealers of Russia. The solution is developed on the Microsoft Dynamics CRM platform. Thanks to the CRM solution THIS company could build customer interaction taking into account their specific features in car showrooms of Moscow and Yaroslavl.

Specialists of NORBIT created uniform standards and instruments of work for all participants of sales process and customer service. It allowed to collect the general customer base containing a sales history and appeals to the center of an after-sale service. The implemented system conducts collection of information about contacts with relevant and potential clients, distributes requests on responsibles and also controls accomplishment of tasks.

Staff of car centers and heads of THIS group became more accurate to create sales plans, to manage perspective transactions, to control service quality. Mechanisms of conducting cross-sellings on the additional hardware, a design of an insurance and requests for the credits are also provided in CRM. Mechanisms allow to make planning of calls for management of maintenance to clients, registration of addresses and maintaining history of clients.

The CRM solution is integrated with a corporate ERP system in which documents on sales are processed. Thus, management of key business processes throughout all cycle of customer interaction became possible.

For further business development the effective customer relationship management system and implementation of the CRM system is necessary. Using this solution we can not only control the course of accomplishment of assigned tasks, but also more quickly obtain information on customer needs and offer the corresponding services. Alexander Mikhaylik, president of THIS group

Our experience of automation of car dealers and maintenance centers and also active support of the project from top management of the THIS group allowed to implement, functionality necessary for the customer on process automation of work with clients. It is sure, our CRM solution will promote implementation of plans of the customer for growth of turnover and geographical expansion of business. Anton Chekhonin, CEO of NORBIT

2017

The NORBIT company implemented the CRM system on the Microsoft Dynamics 2013 platform, the solution NorbitCTI for the organization of work of operators of CC in SIM Group company.

The company management set the tasks:

• The organization of work of sales departments, the service and department working according to the Traid In system.
• Improvement of level of service and customer loyalty.
• Maintaining the general base on customer service.
• The tool for work with the reference book of products and reservation of goods items.

During the project integration with a corporate ERP system, with telephony of Asterisk and with the website of the company was carried out.

Functional achievements:

Business process automation:

• maintaining the customer base in uniform storage;
• management of communications with the client;
• sales management;
• management of service;
• the analysis and comparison of indicators by different regions / periods / managers;
• reporting.

Commercial achievements:

• Automation of work of sales department, service center and department of Traid In. Maintaining the general base of clients and contact persons in uniform storage with all necessary analytics.
• Work on registration of potential clients with a possibility of tracking, distribution and quality control of execution of requests on managers of the company is automated.
• An opportunity to trace and manage quickly the history of customer interaction.
• Schedule system and managements of test drives.
• Process of management of a drain of cars from reservation under the client before planning and direct issue of the CU is implemented.
• Initiation and maintaining transactions on car sale, is also executed directly in a system, is optionally provided perhaps conducting cross-sellings on the additional hardware.
• Are implemented process of interaction of clients with departments of insurance and crediting, in a system maintaining "transactions" selling an insurance / design of the credits is executed.
• Process of work of customer service is automated (maintaining history of clients, registration of addresses, planning and accomplishment of actions (calls, tasks).
• Integration with the website for updating of reference books and assessment of sales is carried out.