Automated consumer relationship management system

1C: CRM 3.0 is a solution for automating end-to-end business processes of customer interaction, including sales, marketing and service. The system makes it possible to manage tasks, projects and client data, plan marketing campaigns, control potential deals and generate analytical reports.

Key features:

• Customer data management:
  • Customer and contact cards, viewing key customer information in a single window;
  • Automatic reliability check (customer scoring).
• Marketing:
  • Customer base segmentation;
  • Planning marketing campaigns and events;
  • Polling and telemarketing;
  • Out-of-the-box integration with external services (mailing list, execution of marketing campaigns);
  • Impact analysis and end-to-end analytics.
• Automatic and manual processing of incoming calls, their classification, lead management.
• Integration with telephony (CTI dashboard) and management of a contact center.
• Interaction with clients:
  • Use of various communication channels: e-mail, chat, instant messengers, social networks;
  • Managing and planning customer interactions.
• Administration of potential deals:
  • Flexible setup of scenarios for administering deals for various sales methods (work with potential, current, returned customers, etc.);
  • Conversion of requests and leads into deals;
  • Preparing a set of documents for a deal.
• Handling inquiries as part of customer support:
  • Registering and further processing of customer service calls;
  • Possibility to configure and account for basic service levels (SLA);
  • Service quality analysis based on customer satisfaction.
• Task and project management;
• Analytical reporting, dashboards and printable forms.

Key benefits:

• A set of ready-to-use standard business processes for working with customers, with the possibility to change them on the fly and develop new business process maps in user mode without programming;
• Unlimited possibilities of the 1C: Enterprise basic tech platform to expand the functionality and implement improvements;
• Seamless integration with existing 1C accounting systems;
• Transparent embedding of CRM system as a module in existing 1C: ERP, 1C: Trade Management, 1C: Integrated Automation configurations ;
• Operation and development of the system by the internal resources of the customer, without the involvement of third-parties;
• Fast implementation time (on average, from 2 to 6 months);
• Low total cost of ownership.