MICROSOFT DYNAMICS CRM REENGINEERING FOR ACTIO RUS LTD

YOLVA-IT Case

Actio Rus LLC (Actio) is the dealer of road construction equipment and spare parts for it. The company decided to implement CRM several years ago. Actio has more than 65000 counterparties. The deep understanding of the clients (size, potential, turnover) is essential for any modern business as well as monitoring all stages of deals.

Firstly, Microsoft Dynamics CRM was implemented by the initial IT-contractor with lots of mistakes and bugs which prevented the system from being exploited correctly. Actio decided to change the contractor and signed an agreement with Yolva.

Yolva analyzed the system and in collaboration with Actio listed the key tasks for its reengineering and relaunching. The list appeared to be long: Main challenges were:

• Debug the process for obtaining up-to-date information about counterparties from the federal databases.
• Upgrade searching process.
• Eliminate errors in generating reports.
• Fix errors in generating tasks process and notifications mechanism, since employees either did not receive tasks or received them late.
• Set up notifications for managers about overdue and completed tasks.

The development of block “Construction equipment sales” was the first and central phase of the project. Such sales are long and complicated process which requires individual approach to each customer. It includes plenty of meetings, price adjustments, etc. The following functions were implemented:

• Commercial offers preparing (with 15 relevant templates).
• Monitoring of commercial offers status.
• Tracking deals at any stage.

Another major task was redesigning of the mechanism for transferring information about transactions and cash flows from ERP to CRM. Now the personnel have access to the data about any customer at any time, for instance, about goods shipped and income gained. This information is constantly updated. All changes are displayed in CRM.

One more challenge was call processing. After modifications made by Yolva every incoming call has been registered in CRM and then allocated to employee in-charge.

To sum up

The primary result is that Microsoft Dynamics CRM has been relaunched with all functions Actio management initially needed. The employees use it every day. Now a full-fledged work with counterparties without using is hardly possible.