CRM implementation to save working time
The client base is the most valuable thing a company can have. It is a list of organizations that your sales manager will call with an offer of cooperation. It is a list of your potential partners. Relationships with clients should be built very carefully, an individual approach is welcomed. It is easy to organize when the company has few clients. But when the number of clients is more than a thousand, the question of organizing effective work with them becomes a priority. You can not go into all the deteils but just order custom application software development company.
The client base is the most valuable thing a company can have. It is a list of organizations that your sales manager will call with an offer of cooperation. It is a list of your potential partners. Relationships with clients should be built very carefully, an individual approach is welcomed. It is easy to organize when the company has few clients. But when the number of clients is more than a thousand, the question of organizing effective work with them becomes a priority. You can not go into all the deteils but just order custom application software development company.On one of the ways to optimize the process of managing relationships with customers, we talked with Alexei Khmyrov, director of the company "Reference 001", which has long been using software products 1C.Good day Alexey. Tell us a little bit about your company.
Alexei Khmyrov: Good afternoon. "Help service 001" exists in the market of reference and information services since 1999. We render services in issuing help information for the residents of Nizhny Novgorod region. In this case you can get background information of a completely different nature, ranging from the phone and address of any company and ending with a professional operator's assistance in any emergency situation. In our work we adhere to high standards of service, constantly monitoring both the qualitative and quantitative performance of all departments of the company.Alexei, what was the reason for the introduction of the CRM-system in your organization?
Alexei Khmyrov: Our company has developed dynamically over the past few years. The information base was growing every month, and for a more competent management it was necessary to systematize it in different parameters. Classic Excel spreadsheets could not cope with the volume of information, and the search for the necessary data could get unreasonably slow. There was a need for a new, modern tool, "tailored" to specific tasks. We considered various automation systems, but stopped at a solution from the company "1C" - 1C:CRM PROF done on a platform of 1C: Enterprise 8. Among the criteria of choice were - the possibility of quick start system (taking into account the settings of the program for the needs of the company and training employees to work with it) and an acceptable price / performance ratio.How did you choose your partner for the implementation of the system?
Alexei Khmyrov: In this case, the choice was easier. We went to 1C company site and there was a list of all 1C partners. April Soft was the first on the list of Nizhny Novgorod company. We were convinced that this company has specialists in 1C:CRM and experience in implementing this system, this information is also present on the website of 1C. Then we called April Soft and evaluated the level of their service - how easy it was to reach us, how the consultant talked to us, how the implementation specialist understood us, what additional services (settings, training, maintenance) they offer when buying the system. Based on the information we received, we concluded that April Soft can be trusted with automation.What tasks were set during the implementation of the software product?
Alexey Khmyrov: First of all, together with the April Soft specialists we considered what types of functionality are suitable for us in the CRM system and what should be changed "for us". The ease of entering a new element in the directory of counterparties and filling its data was the most important for us. April Soft specialist helped us to develop the appearance of client card in accordance with the specifics of our work. You won't believe it, but today entering customer data into the program is much faster than writing it structurally on a piece of paper! The second equally important task was to segment the customer base according to different criteria. The third task was the ability to store all sorts of interactions with the customer and planning future meetings and calls. The fourth task was to upload customer data to our website.How did your employees perceive the introduction of the CRM system?
Alexey Khmyrov: Positive! The interface of the program is very friendly and it takes no more than an hour to get acquainted with it. Working in the program is much more convenient than "on paper" or in Excel, my employees immediately realized how it saves their time to search for information.What problems have been solved so far? What is the result?
Alexei Khmyrov: At the moment, all the tasks of automating customer relationships have been solved. Now our database of over 20,000 unique contractors, but thanks to the platform 1C:Enterprise 8 search for the right counterparty to the specified parameters takes no more than 5 seconds on an ordinary PC. All information about the client and the arrangement with him, I can look in the program 1C: CRM Professional. The data on our site are always up to date thanks to the daily exchange with the CRM-system.And in conclusion, Alexey, I would like to know what was the economic effect you felt after the CRM-system implementation?
Alexei Khmyrov: First of all, we have a well-structured electronic database. All information is entered at once in one place, so there is no need to duplicate information. This saves up to 50% of manager's time that he spends on communication with clients. More time for clients - more sales! And this despite the fact that the number of managers has not increased. In addition, work with clients now does not depend on a manager - all information on contacts is stored in a database. There is no possibility to forget about a call, a meeting with a client or lose information about it, even if the manager responsible for a particular client is absent. And segmentation allowed us to organize almost an individual approach to each client - isn't that the dream of any manager?
