How to automate business contacts
08 / November / 19 Visitors: 107 ★★★★★
How to automate business contacts
What difficulties have arisen in the company
Among the consumers of "Russian Towers" services are the big four operators, regional participants of the market of cellular communication, broadband access to the Internet, state departments, developers and other organizations. Interaction with them requires maximum attention to each order or project. Besides, the company actively cooperates with the owners of infrastructure. One of the most important competitive advantages of "Russian Towers" is the desire and opportunity to provide each customer with the required result in the shortest possible time. However, with the growth of business, the requirements of customers began to increase. Delays or mistakes in the execution of operators' requests could entail not only reputational risks, but also direct financial losses. Late response could cost an order, and thus missed profit for many years ahead. It was necessary to ensure impeccable quality of interaction with customers, make the process as transparent and manageable as possible.
"In spirit, our company is still the same enthusiastic startup as it was 10 years ago. But the scale of business and the level of responsibility of the tasks we solve require constant improvement of the maturity of organizational processes," says Boris Shevelev.
What solution has been found
A timely analysis led to the conclusion that it was necessary to digitize the customer service process. Thus, the idea of creating three b2b portals based on Microsoft Dynamics 365 was born - "personal offices" addressed to telecom operators, infrastructure owners and contractors.
The task was solved within a short period of time by making earlier investments in technologies. The company is systematically developing a modern IT platform built using Microsoft solutions (such as Microsoft Azure, Microsoft SQL Server, Power BI and Microsoft 365). In particular, the transition to cloud services Office 365 has freed up about 50% of the time of IT specialists, who no longer needed to deal with such technical issues as mail server maintenance, installation and updating of office software products. This allowed to focus on business tasks, in particular - the development and implementation of new solutions that support remote and effective interaction with contractors.
From the operator's point of view, "Personal Cabinet of the Client" in many ways resembles a familiar online store that allows you to purchase professional services and services provided by "Russian Towers". For example, the customer can "put in the basket" specific geographical points where the operator needs to place new base stations, see on the map, including 360 degree photo panoramas, the existing infrastructure of the company, which can be very quickly placed equipment, as well as many other useful features. "This solution is rapidly developing and helps operators to remain committed to working with us," concludes Boris Shevelev. - In addition, this approach emphasizes our desire to be a reliable strategic partner for operators, not just a contractor".
Taking into account the preferred coordinates for the location of customer base stations, the ability to quickly correlate these data with the available capabilities of "Russian Towers" allows us to form commercial offers many times faster than competitors. "The speed we get from IT systems has been a crucial factor in our success," emphasizes Shevelev.
The second portal put into operation is addressed to owners of the infrastructure objects purchased by "Russian Towers" for further use. But if personal offices for telecom operators were created in about eight months, then later the pace of the project has increased significantly: an electronic platform for working with owners of facilities was built in just six weeks both due to the convenience of the already configured platform Microsoft Dynamics 365, and through an iterative approach to improving the product by methodology Scrum.
Finally, the third portal focuses on interaction with infrastructure installation and maintenance contractors. This solution, built on the field service model, is scheduled to be launched on the basis of Microsoft Dynamics 365 already in 2020.
What business has received One only introduction of a portal for communication operators has brought the company a number of direct and indirect benefits, at the same time reducing risk of loss of orders. "By interacting with the operator through a personal account, we process orders 30% faster, - explains Boris Shevelev. - In the past, the "logistics" of the process was quite complex and time-consuming, accompanied by a large amount of manual work. It required long correspondence in the mail and through request forms, transfer of coordinates, coordination of documentation ... All this could take a very long time. And today each of our managers receives the task immediately and with full specification of the client's need, so that cases of loss, misunderstanding or delays are minimized. The system allows to form a functional task for each role and to appoint the responsible person who in real time sees "a front of works" and can accurately plan its performance. And this also has an impact on efficiency gains. The convenience of working in private offices and the ability to store the entire history of interaction has already allowed "Russian Towers" to achieve not only an increase in customer loyalty and reduce financial risks, but also increase the planned revenue. "Thanks to the increased speed of processing requests in cooperation with only one major telecom operator, we were able to hold 20% more orders," Boris Shevelev gives the example. - If it wasn't for our personal account, we would have lost them, the orders would have gone to our competitors. And every facility that we were able to build through optimization will be profitable for many years to come. And such an object is not alone. So it's easy to calculate the benefits of the implemented solution!"