Anatoly Pushmin, CEO of Gazpromneft-Tyumen JSC, explains,
“Today we can influence the process of every transaction, control and correct manager’s actions, and have an opportunity to decode any index to the actual contact, responsible person or document.
Thanks to the deployment of CRM-system, we can quickly respond to our customers’ requests. The analytical reports, we prepare using full and comprehensive information about our clients, allow us to plan efficiently the Company’s activity and have the most successful strategy of relationship with our clients.”
The project of 1C-CRM deployment was realized within the programme for unification of enterprises operating in the oil field and was the continuation of another project “Efficiency improvement of (small) wholesale and retail”. The needed methodological base and technical task for the implementation of the unified accounting policy were developed within the realization of the second project.
The realization of the project allowed all enterprises to standardize and unify processes of oil sales and relationship with customers.
The pilot implementation was conducted in the Wholesales Department at Gazpromneft-Tyumen.
Gazpromneft-Tyumen is one of the leading trade enterprises of Gazprom Neft and its official dealer in Tyumen Oblast. Main functions of the enterprise are wholesale and retail of oil products through the chain of filling stations and oil tank farms; transit oil distribution from the Omsk oil processing plant; lubricants storage; laboratory control of oil products quality; related services, etc.
The company operates a branchy chain of 100 filling stations and 5 oil tank farms in Tyumen Oblast as well as in Tavda, Sverdlovsk Oblast.
In order to organize an efficient company work, the new information system was needed. That system had to solve the following tasks:
- building long-term relationships with clients;
- increasing efficiency of wholesale of refined products;
- managing inner business processes and information flows within the company.
ITSK was chosen as a partner for automation. 1C-Rarus was chosen as a subcontractor because it has a wide experience of CRM-systems deployment and can cooperate with corporative clients.
1C:Trade and Customer Relationship Management (CRM) became an information base of the system.
As a result, the customer benefited in the following:
- The unified database on customers with detailed contact information, full history of relationship (only finished transactions were entered up earlier) and every customer analytics was created.
- The possibility to filter task groups of customers according to different parameters was enabled.
- Data loss and repeated data input, duplicating client relationship managers’ actions were eliminated.
- Main processes of document workflow under contractual work (unified register and archive of contracts, unified reference list of partners) were automated.
- The main system of motivation was created. It was based on the analysis of managers’ activity according to different non-financial parameters (number of calls, meetings, and bills).
- Marketing possibilities for collection and analysis of information about customers and rivals were extended.
- The territorially-distributed CRM-system was created. It allowed one to consolidate information about subsidiaries in the parent office.
Using CRM-system, the following results were achieved:
- The search for information about the customer and the history of transactions takes less than 1 minute.
- The time needed for the preparation of the contract with a client was decreased by 50%.
- The generation of reports on employee’s activity was accelerated twice.
The system has been successfully replicated and deployed at other enterprises of Gasprom Neft in Moscow, Omsk, Kemerovo, Barnaul, Krasnoyarsk, Novosibirsk, Chelyabinsk, Ekaterinburg, Yaroslavl, Noyabrsk, Kaluga, and St. Petersburg.
In order to create the territory-distributed system, the mechanism of distributed databases was used.
Anatoly Pushmin, CEO of Gazpromneft-Tyumen JSC, reports on the project results,
“Our employees wasted a lot of time handling routine actions (filling different forms, duplicating information in different systems). It led to mistakes. You know, a customer can be both a large wholesale and retail buyer. Today this customer is entered in our database as a partner for all branches and gets different characteristics thanks to created subordinate reference lists. Thus, we have no confusions. The whole situation of customer relationship is transparent at every stage of interaction.
Today we can influence the process of every transaction, control and correct manager’s actions, and have an opportunity to decode any index to the actual contact, responsible person or document.
Thanks to the deployment of CRM-system, we can quickly respond to our customers’ requests. The analytical reports, we prepare using full and comprehensive information about our clients, allow us to plan efficiently the Company’s activity and have the most successful strategy of relationship with our customers.”
About Gazpromneft-Tyumen
Gazpromneft-Tyumen is one of the leading trade enterprises of Gazprom Neft and its official dealer in Tyumen Oblast. Main functions of the enterprise are wholesale and retail of oil products through the chain of filling stations and oil tank farms; oil distribution in transit from the Omsk oil processing plant; lubricants storage; laboratory control of oil products quality; related services, etc.
The company operates the branchy chain of 100 filling stations and 5 oil tank farms in Tyumen Oblast as well as in Tavda, Sverdlovsk Oblast.
