Fakel Trading House

Fakel Trading House is focused on manufacturing and selling work coveralls and protective clothing across Kazakhstan, Belarus and Russia.

Automate customer interactions

To achieve the strategic goal of large-scale promotion of its products in the Russian market, the company needed to automate its business processes, and in particular - the processes responsible for seamless interaction between the organization and its customers.

As technical means, the company chose to integrate 1C: Enterprise 8 CORP, 1C: ERP 2, and 1C: Document Workflow - comprehensive software solutions capable of meeting all of the user needs and including the necessary functionality for working with customers, managing customer relationships,automating document workflow and record keeping, and on-the-fly management of production processes.

The project also required integration with the existing 1C CRM system and modification of existing reporting forms, invoices, etc. Additionally, the company requested consultations on software licensing in the cloud.

Challenges

Customer satisfaction boost, optimized document processing and streamlined delivery.

Implemented system was based on a client-server architecture (database server: Microsoft SQL Server) with a total number of 120 workstation.

As a result of the implementation, the following subsystems were automated:

Results

Subsystem of customer relationship management (CRM) — involves regular collection and analysis of information about each client, including: initial reaction to a business proposal, customer satisfaction with the service quality, all changes in customer preferences over time, fulfillment of customer obligations, actual or potential income from each customer, etc.

To efficiently manage customer relations, the solution can regulate preliminary sales processes, register contacts with new partners, schedule events and receive reminders on them, keep full contact information on counterparts and on the interaction history with them, manage sales processes, analyze unfinished and plan upcoming deals with buyers and prospects, register and promptly process customer claims, and evaluate the work of customer service.
During the implementation process, the integrator reworked the forms of transport report, external report "Order fulfillment status", printed form of the packing list label, external printed forms of the itinerary sheet, expenditure papers and more. Those improvements helped optimize the process of interaction with customers and processers in terms of accepting orders, sending reports, submitting applications for transportation from different organizations, etc.

New system helped the company to reduce document processing time, reduce delivery errors, and increase satisfaction of customers and partners.
Subsystem of delivery management — allows responsible employees to create itinerary sheets in 1C, helps optimize delivery service, reduce transportation costs, and greatly simplifies work of logistic specialists by automating routine processes and route planning.
Subsystem of production planning — provides the opportunity to analyze the current situation in real time and make necessary adjustments.
Document workflow and record keeping

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