Naumen CRM for financial retailing empowers companies, which deliver financial products to mass markets, with a range of tools that enable to establish effective sales processes in banks, insurance and investment companies. The solution is build around a core of three main components:
The solution helps its customers to manage sales of complex products, increase share of cross sales and deliver superior customer service while maintaining steady growth of customer base and keeping high differentiation of their requirements.
“IFD Capital ESP”
“IFD Capital Edinaya Systema Prodazh (IFD Capital United Sales System)” is engaged in marketing, promoting and selling the products and services of financial group “IFD Capital”. The company sells and provides customer service for a wide range of banking, insurance and investment services for both companies and individuals. Additionally, it also delivers services of retirement insurance and pension provision.
Faced with complex sales processes, the company identified that its existed tools simply did not have enough functionality to cope with the company needs. With no effective account management system, the sales team was unable to share, view, or manage account information for making upsales and cross sales. In addition, the management lacked complete view of sales activities to identify the opportunities, trends, and problems that might guide their decisions.
Naumen CRM was chosen primarily for its unique functionality and ability to unite customer data in a single database and to provide access to the system from branch offices across entire country. Additionally, the company found the system to be flexible enough for designing and implementing its custom-built business processes and rules.
Being implemented in “IFD Capital”, Naumen CRM automates more than 40 business processes related to presale activities as well as developing, approving and signing sales contracts for insurance, pension and banking products. It enables planning, registering and controlling activities of managers. Every process is reflected in a number of reports that identify trends, measure sales activities, track sales processes.
By implementing Naumen CRM the company facilitated collaborative work of its employees, its automated sales processes saved time, ensured accuracy, and established consistent work practices. The department managers got flexible tools to control activities of their employees and to evaluate performance of sales managers. For example, they receive automatic notices when salespeople exceed their task execution times.
By gaining access to full customer data, salespeople not only saved time on routine operations, but also got an opportunity to up-sell and cross-sell to customers. At the same time, managers can tightly control salespeople as they pass through the “sales cone”. As a result, the entire sales process is much more efficient.
Naumen CRM Expo is intended for automating the front-office operations of exhibition companies as well as for managing their sales and marketing activities. The solution enables companies to establish and manage relationships with any types of customers – exhibitors, visitors, and mass media. It provides these companies with powerful tools for automating the application process for the event participants, selling the services to exhibitors (ordering services, signing contracts, controlling payments). In addition, the solution helps to manage exhibition space and control financial settlements with constructors, third party service providers and mass media.
Aviasalon “MAKS”
NAUMEN Company completed the largest in scale project of implementing a CRM system in Russian exhibition business. Naumen CRM was customized and deployed in “Aviasalon” Company, the creator and maintainer of the largest Russian avia-and-space expo MAKS in Zhukovsky.
In the course of implementation NAUMEN project team customized few product modules for processing large volume of applications and for dealing with invoices and other financial documents, A custom software application was built for gathering preliminary information from prospective exhibitors. With its help the applicants were able to independently fill in more than 70 different forms in Russian or in English and then submit these forms to “Aviasalon” electronically. The forms were then imported to Naumen CRM that ensured fast, simple and errorless registration of applications. At that stage Naumen CRM was used for reviewing the applications and determining what further actions on applicants or their papers were needed.
The solution served as a main toll for preparing and managing the MAKS 2005 expo, which was held on of August,16-21, 2005 in Zhukovsky. From the very start, it was crucial for «Aviasalon» to automate a range of key processes, such as:
By implementing Naumen CRM, the company took advantage of storing information on its counteragents - customers, contractors and service providers - in a single database while maintain a detailed, complete view of each customer. It was able to easily view and update account information and sales activities through centralized management of sales contracts and effectively control the allocation of expo space.
Additionally, by synchronizing the data on counteragents, invoices and money receipts with an accounting system, “1C: Enterprise”, the company achieved tight control on payments, while keeping the data in two systems solid and consistent. The strength of the Naumen CRM solution was that it handled all the integration and the business logic and process management itself, leaving the existing accounting system unchanged.
Naumen CRM for mass media is designed for managing sales and service activities in publishing houses, TV-companies and radio stations. It enables companies to establish efficient business processes and control on how their employees interact with target audience and advertisers.
The solution provides instant access to valuable business data for both employees and managers. As a result, not only employees can avoid the time-consuming task of compiling data, but also managers can make timely business decisions, driving better company growth.
Naumen CRM automates a number of critical business processes, such as communicating with advertisers, target audience and distributors, carrying out marketing campaigns and promotions. By using its single segmented customer database, companies can facilitate sharing of customer information and increase sales effectiveness. Its flexible workflow engine let companies take full advantage of automating sales and service processes for saving time and ensuring accuracy.
Publishing house “Argumenty i Facty”
Publishing house “Argumenty I Facty (Arguments and facts)” is among the top-ten of Russian publishers by the audience volume. The company issues more than 70 newspapers, magazines and other periodicals, and has more than 60 regional editorial offices. Additionally, the company operates its own retail distribution chain, as well as advertising agency “AiF-Contact” and book publishing house “AiF-Print”. The number of subscribers of single weekly issue of “Argumenty i Facty” comprises more than 8 million people.
As the company is taking full advantage of mass audience across the entire country and in CIS, close contact of its readers and subscribers with editorial offices is at the high level of importance. The employees in editorial offices regularly answer readers’ questions, establish “direct lines” with celebrities, hold the quests of readers and publish received reviews.
The contact-center was required for creating a single point for processing calls as well as electronic and conventional mailings. The contact-center was intended for establishing the front line of contacts with readers and taking away a burden of calls from editorial offices and other departments. Contact center operators were responsible for registering and classifying calls and mailings (a question to editorial office, a publication or an author review, etc.), surveying and instructing the callers, and activating payment cards for subscriptions. Receiving and registering of e-mails was carried out in automated mode.
After the deployment of contact center, staff within the editorial offices saw a substantial increase in their personal productivity. As a result, achieving their business goals is now significantly less stressful.
Naumen CRM Telecom is meant for automating sales processes and for processing customer orders. Functional capabilities of Naumen CRM Telecom allow registering all customer calls to the company, ordering the services and controlling the process of their rendering. It is also capable to manage and control sales departments, to analyze sales in various dimensions, to manage contacts with service subscribers and to control over the long project-type sales cycles. Sales automation tools are intended for analyzing customer needs, reducing order processing time, keeping customers informed about services that are rendered, freeing employees from time-consuming routine operations and, as a result, providing consistent and efficient services and increase the customer loyalty.
Synterra Ural
«Comline» Company (Synterra-Ural) is one of the largest telecom providers in Chelyabinsk region. The company offers telephony services, data transfer services and Internet access (radio channel, ADSL, xDSL).
By implementing Naumen CRM the company completely automated main processes of dealing with its customers. Now, Naumen CRM resides at the core of Comline’s. business, enabling to handle all stages of customer relationship management, from sales opportunity management to ongoing customer support. Working side-by –side with Naumen Company, Synterra-Ural was able to build several sales workflows, design layouts of documents, integrate with other customer information systems and set up the thorough end-to-end business process of dealing with a customer.
By implementing Naumen CRM the company was able to increase the sales volume, to decrease the customers’ loosing, and to considerably reduce operational expenses on customer service. As a result, the company significantly strengthened its competitiveness.
Naumen CRM for distributors is directed to dealers and customers in retailing for managing their sales processes. By implementing the solution the companies-distributors are able to solve main tasks that are crucial for them: to maintain high service levels, to efficiently manage the flow of customer contacts, to reduce the duration of sales cycles. In addition, the solution enables planning and controlling deliveries, carrying out marketing events, gathering and analyzing statistics on regions, representatives, products as well as creating and maintaining product catalogues and price-lists.
Panda Software Russia
“Panda Software” offers its customers a range of IT products and services for computer virus protection. In years, Panda Software Russia established a large network of dealers and partners that are located in major cities across entire country and in CIS. As a result, it is often difficult for managers, salespeople, and contact center employees to achieve a clear view of customer queries, purchase histories, preferences, and requirements. To address these issues, and to maximize per customer revenues, Panda Software decided to launch a new, fully-managed CRM solution.
In the course of the project the company established a single customer database and migrated the data from the legacy CRM application. Its employees independently build several specific sales workflows for assessing sales activities of the managers and creating the sales cone as a whole. Additionally, the company worked out the processes of tracking dealers’ activities in delivering software licenses to the end users. Through the tight integration with Service-Desk, the company made it possible to share customer service and product sales information across the whole business.
Naumen CRM enabled the company to significantly improve the efficiency of its interactions with customers and partners by streamlining business processes from the very start and sharing customer information, such as customer account activity and history, contact information, communications. By using the solution’s comprehensive reporting tools company’s management was able to identify common sales issues, evaluate customer needs, track sales processes, and measure partner performance.
UTA
“UTA” Company is a distributor, engaged in marketing two lines of products: wood processing equipment and glass and stone processing tolls. It was established in order to deal with import operations, and to provide warranty and post warranty services.
Working with a legacy account management system, the company found that its technology was not flexible enough to handle its sales activities. The company decided to consolidate all customer information in a single database.
In the course of Naumen CRM implementation project the company imported existing customer data form the legacy system, used its flexible reporting capabilities to build custom reports, and integrated Naumen CRM with company’s E-mail server in such a way that all incoming and outgoing customer mail is directly linked to the customer’s account.
As a result, the company received an efficient tool for supporting its business activities. By concentrating all valuable customer information in a single source, the company took advantage of Naumen CRM reporting capabilities. Being able to analyze the data such as won or lost opportunities, the company significantly improved operational efficiency of its sales departments.
Naumen CRM for leasing is addressed to leasing companies that need to automate their business processes, starting from managing customer accounts and leasing contracts and ending with interaction with banks and insurance companies. Being used in leasing companies, Naumen CRM streamlines management of customer profiles and accounts, monitors vendors and leasing equipment, integrates easily into the existing infrastructure and processes.
By implementing Naumen CRM leasing companies can reduce time spendings on tracking information and cut down on paperwork. Customer service, sales people, and executives can view account data at a glance. Customer service representatives can respond quickly with all the information about a customer’s orders and contacts. It also enables to decrease the expenses on leasing operations and to increase the efficiency of employees’ work.
Due to built-in tools for managing payment schedules it is possible to automate complicated financial calculations, to set up and control different payment terms, and to efficienty control both, customer payments and validity of insurance contracts.
«Legavtotrans - Leasing»
“Legavtotrans – Leasing” is the vehicle and equipment leasing company that provides financial leasing of any necessary transportation equipment for companies and entrepreneurs from a variety of industry sectors. The company is an official dealer of GAS automotive plant since 2001.
The company faced problems with maintaining customer profiles and extracting information from its customer database. It spent too much time monitoring sales policies, activities, and payments. Employees struggled to share or follow up on client data and payment status.
“Legavtotrans – Leasing” chose to implement Naumen CRM because of its ease of deployment, use, management and customization, since it could easily be adapted to suit the way the company does business.
By implementing Naumen CRM the company put under tight control its sales activities, being able, for example, to charge fines when payments are delayed, to build reports on contractual activities and to predict money incomes. Customization of the document layouts enabled to speed up contractual paperwork and minimize possible mistakes.
As a result, the company significantly decreased time and labor expenses on its leasing operations and customer accounts management. Due to automatic handling of leasing contracts and automatic calculations of payment schedules, the company employees got readily available information on the terms of payments, validity of insurance contracts and other relevant materials. Moreover, they could make necessary adjustments to the payment terms in case the insurance contract is expired.
Now, the company has a standardized, automated system to serve its customers. As a result, its operations are much more efficient.