Peter-Service and Rostelecom are launching a project to implement a unified CRM system for Russia’s B2B segment.
In the course of the project implementation, Rostelecom will receive an efficient tool for managing relationship with customers and partners in B2B and B2G segments. The unified CRM system will enable automation of key business processes in all its seven macroregional divisions and provide the company with a single access point for all corporate customers.
The B2B/B2G segment is a key sector that Rostelecom is looking towards for growth, and it requires a unified service platform to build an efficient framework of relationship with corporate and public customers. To this end, the operator has contracted software provider Peter-Service to to implement a unified federal CRM system in all its seven macroregional divisions.
Building a federal system for managing services and experience of B2B/B2G customers will enable Rostelecom to automate key business processes in the company, with the unified Peter-Service CRM allowing it to control all customer life-cycle stages and ensuring transparency of end-to-end business processes.
The switch to a universal platform will enhance internal productivity and performance of the company's employees. Specialists serving corporate customers will have a possibility to work in a single window.
"We want to achieve ambitious goals: to switch all branches of the company to a unified CRM and to ensure the required integration with other key IT systems including billing. We hope that the unified platform will help Rostelecom streamline customer experience management processes with better efficiency and ensure the needed level of customer service and support", says Igor Gorkov, CEO, Peter-Service.
"In our large company, it is not possible to develop an equally efficient interaction with B2B customers without a unified CRM. In some of our branches, our customers operate dozens of systems and the number of open windows increases with the launch of new products. What we need is one window which will embrace project pipeline management, collect leads from all input channels, automate processing of sales and service requests for any customers and products. We set the goal to develop this single-window tool two years ago. Now, when we made the choice of the solution, we are almost half way to reaching this goal", adds Andrey Zimenkov, Head of Department for Regional Development, Rostelecom.
The implementation of CRM for the B2B/B2G segment will consist of several stages. The system is expected to be launched in the first macroregional branch of Rostelecom in autumn 2018. The timeframe of the entire project covering all the branches is two and a half years.