Business applications on Microsoft technology
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TotalSoft has been a leading Microsoft solutions provider in Romania since 1997, offering a range of applications including CRM, BI, and document management, with 20% of top Romanian companies utilizing their services. Their solutions are tailored for various sectors, seamlessly integrating with both Microsoft SharePoint and ERP systems to enhance performance and operational efficiency. They have successfully implemented projects for notable clients such as OMV and Toyota Romania, showcasing their expertise in custom software development and customer relationship management.
Business applications on Microsoft technology
- 1. Business Applications on Microsoft technology Innovation | Passion | Performance | Success
- 2. The partnership dates back in 1997 and has helped TotalSoft gain the highest competencies for solutions such as CRM, BI, Data Platform, Application Development, Application Integration, Sharepoint and Document Management. In Romania, 20% of the companies listed in "Top 300" are using TotalSoft’s solutions developed on Microsoft platform. The reasons that recommend us as one of the most important Microsoft solutions provider are: è Adaptability - the power to develop beyond standard product functionalities according to clients needs; è Expertise - highest number of CRM implementations on the Romanian market; è Reputation - selected by international clients to deliver complex solutions; è Portfolio - own products based on Microsoft technology During 15 years of partnership, the company has continuously expanded its competencies and currently develops solutions on a comprehensive suite of technologies including CRM, SharePoint and Business Intelligence, both on-premise and on-demand (SaaS) in different activity fields: services, constructions, medical, automotive, retail and distribution, oil & gas in different sectors: services, constructions, medical, automotive, retail and distribution, oil & gas. Our solutions developed on Microsoft technology can be seamless integrated with Charisma ERP and with any type of ERP solution, providing also native integration with Microsoft SharePoint (Document Management). The only Romanian Microsoft Gold Certified Partner in CRM
- 3. è Based on Microsoft Dynamics CRM technology, provides consolidation of all information about a company’s partners, regardless of the industry they serve. è Includes three components: sales, marketing and customer support; è Sales, marketing and customer support processes are inter-connected via CRM functionalities and streamlined in order to develop and maintain customer loyalty, increase revenue, deliver consistent and high quality services and finally to assess clients that need to be focused on. CRM Partner and Customer Portal CRM è Enable easy integration of data from Charisma CRM, Charisma ERP or other existing systems, such as: contact information, financial information, dedicated marketing campaigns, customer and partner’s interactions (tickets, incidents, complaints, sales or service requests), partner related activities etc; è visibly increases communication and efficiency in the B2B, B2C scenarios; è delivers: è powerful information-sharing and collaboration tools that foster teamwork and improve performance è optimization of the operational effort and reduces internal costs è exceptional flexibility Medical CRM è Includes the same three components: è Sales è Marketing è Call Center è Partners’ information related to addresses, subscriptions, services, etc. are published from Charisma Medical Software in Charisma Call Center, through standard modules;
- 4. Collection è Integrated and comprehensive solution for all major activities involved in managing debt collection, repossession procedures, in addition to remarketing. è Increases process efficiency for collecting debts from delinquent customers, ultimately increase your company’s cash balance and decrease the costs of managing your customers’ receivables. è è reduces the analysis time and increases the efficiency of the collection associates through an efficient ticketing system - debtor identification, grouping debtors based on delinquency level and creating delinquency tickets; è optimizes the operational effort and reduces the internal costs through the elimination of manual labor, both expensive and time consuming, needed for managing invoices and communicating with customers with debts; è decreases customers' debts, optimizes the profit and increases the cash flow through a quick and structured process of debt collection; è decreases the value of DSO (Days Sales Outstanding) indicator by decreasing the average number of days needed to turn the debts into cash. è è allows for the optimization of the management for recovering any type of damages; è provides process and information continuity during the legal procedures, ultimately decreasing the damages and increasing the profit opportunities for the financial institutions; è provides maximum flexibility in the file management by seamless integration with Charisma ERP or any other financial asset management system; è decreases the analysis effort by using a complete and real-time view of each active file status; è è optimizes the management of the collected assets, as well as the additional penalties the consumer must pay in order to cover the seller's repossession costs; è decreases the damages of the financing company through consistent and real-time updated view on the financial situation of the required contracts and repossessions; è optimizes the operational flow and automates the accounting records by recording each expense associated with the repossession, maintenance and repairs during the life of the asset in the management of the company and these expenses automatic accounting; è è brings the benefit of an integrated solution for a complete and advanced management of the entire flow of repossession and collected assets resale, and eases the remarketing efforts by positioning the product for sale or rent, and stimulating the demand by adapting it to the market changes; è improves the loading and sale process by efficient and fast management of assets delivery-receipt reports, sales invoices and object reservations; è optimizes the operational activities by a high-performance system for notifying each representative in the process of sale and management of the collected assets (inbound, outbound, booking expiration); Collection module: Legal module: Repossession module: Remarketing module:
- 5. Cost Control è Suite of independent applications (eExpense Request Approval, eProcurement, Supplier Contract Management) that can be seamlessly integrated with Charisma ERP or any other enterprise resource management system (ERP). è Empowers companies that seek to have access and control the administration flow of operational costs and provider contracts. è Improves the relation with the suppliers due to the transparent communication and a “best offer” selection process. è the optimum solution for tracking, controlling and streamlining a company's expenses; è The main tools used are the expense budgets, the ordering sheets, the processes and flows for approving the expense requests, the possibility to consult the internal inventory; è decreases the time needed to create the expense budget, via a user-friendly interface and/or by integration with an already configured ERP system; è offers transparency and quick access for all the company's employees by posting the requirements that appear and centralizing them; implies the removal of human resources allocation for this procedure; è è facilitates the management of purchasing, contracts and renegotiations with various partners, in the safest and most appropriate way, regardless of the strategic approach of the company; è provides a quick access to potential or current providers through the management and querying of a partners database; è an optimum platform for opening bid type actions, for a determined period, by inviting the providers with the best offers to compete for the final selection; è è the solution required for tracking the complete life cycle of a purchasing contract, from creation and signing until concluding; è increases the compliance and eliminates financial risks through rapid access to a tool where "learned lessons" can be stored, and in time, helps the company define and observe a series of policies and rules (such as "do not sign contracts where penalties are above a certain threshold"); è eExpense Request Approval module: eProcurement module: Supplier Contract Management module:
- 6. Office Automation è Service dedicated particularly to suppliers, which simplifies the tracking of projects, streamlines the resources involved in their execution and maximizes revenues associated with contracts concluded. è Streamlines and automates the billing and collection cycle under timesheet hours, manages documents of interest and provides support in management decisions based on metrics and performance indicators. è Time & Expense Management module: automate the collection, validation, approval, billing processes or any other information provided by the employees regarding the worked hours, in a project-oriented business. è Project Management module: solution dedicated to project management that targets the tracking, assessing and improving all the operational activities within a project. è Resource Management: schedules the company's resources by projects in an efficient manner, by providing its best use, without doubling efforts and based on the competence profile and skills of the employees. è Contract Management module: centralizes and manages the services' execution, according to the agreed terms and conditions, immediately notifying any deviation, thus supporting a professional, agile work environment, based on a strongly customer-oriented culture. è Financial Management module: manages the operations and project execution from the financial point of view, regardless of the type or nature of the concluded contractual terms. è Document Management module: developed based on the latest technologies from Microsoft, providing an easy to use and automation of the management activity of any type of content, regardless of its format. è Office Analysis module: includes a set of reports that provide critical information regarding the company's performance, from resource use to profitability per customer, project, task, employee, team, department or company. Call Center è Allows the company to contact clients from its data base in order to deliver surveys or to inform clients on a certain situation such as: residual payment amount, new rate payment possibilities, etc. è Approaches three processes: è Clients assistance- offers a complete image on client’s history; è Collection- generates, initiates and monitors specific actions; è Telemarketing activities; è Naturally integrates in user’s daily activities through native integration with Microsoft Office solutions.
- 7. Success Stories TotalSoft implements Microsoft CRM at OMV Vienna EconGas GmbH was created by a merger of its owners’ the capacity to answer promptly to client requests and business-to-business natural gas marketing operations, also the flexibility. effected by way of a multi-stage reorganisation. For EconGas, the project implied the substitution of the Headquartered in Vienna and with an office in Linz, Siebel that covered only the contract and document EconGas has been a strong and reliable partner for its management functionalities, with Microsoft Dynamics Austrian customers since its inception. EconGas Italy was CRM 4.0 that includes additional functionalities for formed in June 2005, and EconGas Deutschland in the tracking and optimizing sales processes and marketing following November. Both of these foreign subsidiaries activities. The entire solution runs on servers hosted in have enjoyed growing success. Another subsidiary, Vienna, but can be accessed by users from all European EconGas Hungária was set up in January 2007. subsidiaries of EconGas. In that direction, TotalSoft EconGas' target market is equal to 23 percent of total implemented the multi-language functionality, so that European (EU-31) natural gas demand, which was 530 each subsidiary EconGas can access the application in the billion cubic metres in 2006. language of its choice. The collaboration with the Group OMV Petrom started in Moreover, TotalSoft ensured the development of 2007 with the implementation of Microsoft Dynamics interfaces with the SAP and Oracle applications existing in CRM 4.0 within Petrom Gas. The successful finalization of OMV Vienna (that allows users access to complete this project was the catalyst for the conclusion of a new information about the client) as well as the training of key contract in 2008, also for the implementation of Dynamics users based on pilot version resulted from the CRM 4.0, this time within OMV Vienna Group – more configuration of the application on the specific needs of precisely within EconGas. OMV Vienna. This project was awarded to TotalSoft following a rigorous The collaboration with OMV Vienna is not finalized, this selection process in which TotalSoft competed with local project being followed by another: the migration of partners. The main advantages of TotalSoft taken into Microsoft Dynamics CRM from the 3.0 version to 4.0 consideration during the selection process were the version. relevant experience in implementing this type of product,
- 8. The most complex portal in Romania is developed by TotalSoft based on SharePoint technology Through the 40 companies that are part of the Group, policies; Rompetrol has as its main activities the oil refinement and è Rompetrol locations and a map of all gas stations; its marketing, but it is also involved in complementary è Organization hierarchy; projects for exploitation, production, distribution, è Forum; industrial services, and industrial ecology in France, è Multimedia section: includes videos, radio and Romania, Spain and Southern Eastern Europe. Also, photos of general interest. The employees need Rompetrol is present on the air transportation and specific rights to post videos to this section tourism markets. The entire activity is supported by over (functionality similar to YouTube); 5,000 employees in all locations. è Internal news - section updated continuously by the Internal Communications department; The reasons for communication difficulties between è Weather forecast; different units and between employees came from the è Entertainment: an amusing section where one could size of the company, the existence of many companies in post photos, jokes etc. the group and its numerous locations. There was no è Online library: contains articles, online books, common platform that would allow all members of the reference templates, reports of different organization to access relevant information, applications, departments, internal databases etc. processes or human resources. è Exchange rates; è The schedule of the meeting rooms: this section The viable solution for such situation was the interacts with Microsoft Outlook and it allows a development of a portal that would allow the Rompetrol calendar to be set up for the meeting rooms; Group to reach the following objectives: a Web page for è Calendar: the section interacts with Microsoft Rompetrol Group, specific pages for the units that are not Outlook and it allows meetings to be set up and part of the core business, a structure that would allow for posted into the Outlook calendar; future expansion and growth of the company and è Online search engine; integration capabilities with the existing applications. è Alerts: the standard alerts include changes in the item list; The solution offered by TotalSoft was a portal built on è Links to external pages, i.e. to dictionaries and maps; Microsoft Office SharePoint Server 2007 technology, è E-market: contains a list with announcements posted available through the company’s intranet. The interface by users; was customized based on the client requirements. This è E-rooms: for teams, team leaders, common calendars has been possible due to the high flexibility for or department specific calendars; configuration of the Microsoft Office SharePoint Server è Branding section: the identity of the company (logos, 2007 application. fonts, templates), the list for the promotional catalogue, photo archives and case studies, social The portal makes available to all its users the following responsibility projects; data: è Communication campaigns: radio and TV è Telephone numbers: a user can search for phone advertisements; numbers by applying different filters: name, role, è Project status: allows project updates and the location, picture, phone number; visualization of the information by the users. è Employee profiles and the management of the company; The portal ensures mainly the collaboration environment è Internal documents: specific forms (template for by facilitating user communication (forums and blogs). At vacation, payments etc.) or internal procedures and the same time, the portal allows the users to see who is
- 9. online and who is not. Regarding the document management, the portal ensures One of the main requirements of Rompetrol was in the classification of the documents based on categories respect to content management. The user access to the and taxonomies, taking into account the access rights Portal data is controlled through access rights in such a specific to user roles. way that they are allowed to access certain data, based on The portal developed by TotalSoft was integrated with specific profiles. Moreover, the users need to be able to more applications, such as: publish, update and delete information in their own è Applications containing public or confidential studies; pages. Of course, all information in the portal is subject to è Instant Messaging application; an approval process. è Virtual whiteboards; è Virtual/Web Conferencing. The world biggest car distributor uses the CRM solution implemented by TotalSoft Toyota Romania is a branch of the multinational company and contacts management, the identification of leads, as INCHCAPE plc, one of the biggest and oldest automobile well as the tracking of complaints were managed using distributors worldwide. In 2007, Toyota Romania sales Excel files. Such an inefficient solution needed to be counted over 10,000 units, an increase of almost 70% to replaced by a top business application with extensive the previous year sales number. functionalities. Another argument for choosing the Microsoft CRM solution was the fact that the necessary In January 2008, Toyota Romania became a national sales reporting was very difficult and not accurate enough. and marketing company, directly related to Toyota Motor Europe. Today, the Toyota network has 15 partners and 23 For the actual implementation of the Client Relationship showrooms, of which 9 are of type 3S, having sales and Management system, Microsoft Dynamics CRM 4.0, post-sales services, as well as spare parts. Toyota Romania chose TotalSoft. The decision to purchase the 4.0 release of the Microsoft Dynamics CRM system An ERP system was already in place for the internal was based on both the technical superiority of the operations of the organization, but there was a need for a solution and on TotalSoft’s expertise in customizing and specialized software to manage the strategy for customer implementing it; expertise obtained from previous satisfaction. The main reason was to maximize the contracts when dealing with companies with most company value by gaining more clients, expanding the diversified requirements for communicating with their client base, while retaining its high profitability. The clients. Microsoft CRM tool presented itself as the suitable solution. The solution satisfied the policy of Toyota – the worldwide leader in the automobile industry – to maintain a client The setting up of a new department, Customer relationship based on continuous communication, in Satisfaction, as well as the fast growth of the company order to reach a high degree of client satisfaction through required an appropriate IT system. Beforehand, the client anticipating and proposing solutions that fit their needs.
- 10. The implementation of this system aimed to make Thus, using the CRM solution from Microsoft, customized available, for the user, the necessary tools to fulfill the by TotalSoft, Toyota Romania will be able to implement its processes needed for the clients, as well as to manage the business strategies based on real information about its internal workflows that would allow the increase in client portfolio and its clients issues and expectations. efficiency of the Customer Service department. In that respect, a major benefit of the implementation was that it would provide real time information about the interaction between the customers and the call center operators, and it would also make possible complaint management. After the implementation of the CRM system, the main advantages were: è Management of the client, contact and automobiles , data; Oana Nedelcu, Customer Satisfaction Manager è Tracking potential clients and information about the Toyota Romania. Test Drive requests that came through the website; è Management of client communications: tasks, phone Depending on the success of this project, scheduled for calls, emails or faxes; completion in August, Toyota Romania will decide è Data import from post-sales files and their whether to continue the partnership with TotalSoft and management; whether to also implement the solution for Toyota è Data import about Urgent Alerts and their Balkans in Bulgaria. management; è Interface with the SAP system using .csv files; è Import of contacts/Test Drive information from the website; è Ccase management; è Reports. „For Toyota, total customer satisfaction represents our primary objective, with all our efforts being directed to that end. We wanted to implement the Microsoft CRM solution in Toyota Romania in order to be able to better manage our relationship with existing and potential clients. With this system, we will be able to increase the efficiency of the internal processes of our department and, consequently, we’ll be able to offer better solutions in a much shorter timeframe for every customer”
- 11. CRM at Raiffeisen Leasing Romania & Bulgaria Raiffeisen Leasing IFN SA, a member of the Austrian CRM at Raiffeisen Leasing Bulgaria Raiffeisen Banking Group, has been operating on the Raiffeisen Leasing Bulgaria is a universal leasing company Romanian market since 2002. The financing solutions operating through 17 branches across the country. The tailored to individual requirements and quality services company also provides services through its Raiffeisen ensure a prominent place among other Romanian leasing bank network (Bulgaria). The company’s principal companies. activities include financial and operational leasing and TotalSoft’s collaboration with the Raiffeisen group began other services associated with the management and in 2005 when the Romanian software company has won leasing of movable and immovable property. an international tender organized by the International The Raiffeisen Leasing Bulgaria project was a pilot project Raiffeisen Leasing Austria for Charisma for implementation in branches in Albania and Romania, ERPimplementation in subsidiaries of Raiffeisen Leasing and of course it required the implementation of other Bulgaria and Albania. The implementation of the suite at integrated computer applications to ensure the entire Raiffeisen Leasing Romania came later, in 2007, mainly management undertaken activities. Besides Charisma because the business in Romania was active on a much Enterprise, Raiffeisen Leasing Bulgaria opted for Charisma more complex and dynamic market. Collection, developed on the Microsoft CRM application. The project with Raiffeisen Leasing Romania has assumed The key features offered are: the Charisma ERPERP system implementation, but also è Tracks the outstanding debts from customers on the Charisma Collection application needed to manage Microsoft CRM ; the debt collection process. Charisma Collection is è Pursues customer arrears and debt collection developed on a Microsoft CRM platform that provides the activities planned for a timeline that can reach 180 following features: days of delay in payment of the invoice; è Tracks the outstanding debts from customers on è Debt collection process automation, such as: Microsoft CRM; è automatic letters depending on the number of è Automatically retrieves customer data from the days remaining; Charisma ERPsystem (data, contracts, bills è sms notification on outstanding invoices; outstanding, schedule, articles of agreement, è Automatically retrieves data about the Charisma guarantee); ERPcustomers (data, contracts, bills outstanding, è Provides a series of specific reports on efficient schedule, articles of agreement, warranties) management of users and customers - to generate a è Calculates the arrears, including for the End Close customized timeline, according to company policy contract type - schedule is followed on each line and requirements (time at which the notifications via separately, on days delay; email, letters, phone calls etc. are received); è CRM Portal based on Microsoft CRM platform, which è Enables an efficient planning of the activities of debt allows the access to an unlimited number of users recovery agencies; accessing the application Charisma Collection; è Provides a clear and complete picture of the è Daily planning of the activities for visitors; customer and its arrears, and the history of activity è Recording the responses received from customers. with him.
- 12. EFG Leasing increases the efficiency of debt collection with a CRM platform provided by TotalSoft EFG Leasing IFN SA, the Romanian leasing entity member of EFG Eurobank group, is one of the main players in the financial services market in the Balkans, being present, apart from Greece through the parent bank, Eurobank Ergasias, in Bulgaria, Serbia, Poland, Turkey, Ukraine and Cyprus. In Romania, Eurobank EFG is the majority shareholder of Bancpost, being specialized in various states Madalina Paraschiv, Operation Directors fields such as leasing, insurance, capital and funds EFG Leasing. markets. EFG Leasing used to manage its leasing core business with Although its activity began in 2006, in just four years, EFG Charisma ERP, the solution developed by TotalSoft, which Leasing managed to reach the top 10 leasing companies in is a Microsoft partner. TotalSoft’s product portfolio Romania, due to its business type and orientation towards included Charisma Collection as well – the debt collection complex projects and important values. EFG Leasing has application developed on Microsoft Dynamics CRM become known for financing large companies, top players platform. Analyzing this application, it was proved that the from various activity fields delivering financial products specifications of the solution met EFG Leasing’s with high added value, such as equipment and facilities requirements, considering also the fact that the product leasing for industrial development and modernization of was already used by some of the major leasing companies manufacturing capabilities. Another area of excellence is active on the local market. The analysis also revealed that the real estate leasing, where large transactions can be a development on the Microsoft Dynamics CRM platform highlighted (some of them were green-field), EFG Leasing involved a great usability and advantageous price-feature funding the project from the beginning of the contribution. Thus, EFG Leasing chose Charisma Collection construction until the final necessary equipment (e.g.: and TotalSoft. maternity, industrial buildings, hotels, shopping centers). Today, EFG Leasing manages more than 1000 customers and about 3,000 contracts. The company’s asset portfolio was around 150 million euro at the end of 2010. claims Madalina Paraschiv. Amid the emergent economic crisis in Europe, Eurobank’s Discussions on buying and customizing the solution were management decided to adopt a prudent financing policy, held in late 2008, and in May 2009 Charisma Collection and thus provide a greater attention to risk analysis and went into production. The project began with an analysis payment behavior of customers. The economic analysis necessary to determine the specifications of the prefigured an increase in payment delays and hence an application and type of data that were to be imported increase in the debt collection activity, which would be from Charisma. The basic element was the definition of a difficult to manage without hiring additional human customized workflow adapted to the internal procedures resources. As a proactive measure EFG Leasing has of the company. decided to implement a customer management and debt The CRM application is synchronized daily with the ERP collection solution, designed to sustain this activity during one, the data being automatically retrieved during the critical periods foreshadowed at the world’s economy night and made available to employees the next morning. level. Also, an information system would have relieved the Depending on the financial data retrieved, the application need to increase the company’s staff. “At EFG Eurobank group level, the signals were represented by claims that the debt collection process needed to be reinforced by informatics procedures and tools, our experience in the matter being relatively limited. For example, by 2009 we had a single contract terminated” “Charisma Collection offered us two clear advantages: an easy integration with the ERP application from where data had to be retrieved and simplicity of use, being practically a Microsoft product.”
- 13. automatically generates task-related sites in the collection è Increase of visibility of the task volume allocated to of debts. The task assignment is done manually by a each employee through activity reports. On this Collection Manager depending on the availability and basis, the Collection Manager has access to the workload of each employee involved in the collection workload of each employee and can redistribute the process. load to avoid exceeding certain deadlines. Notices regarding the allocation of tasks are received by email in Microsoft Outlook, which is not yet integrated into the CRM. The interaction with customers is predominantly made by telephone calls in a preliminary states Madalina Paraschiv, Operations stage whose aim is to information these on existing flows Director, EFG Leasing; and obtaining a payment promise. After granting a è Maintaining customer history and other documents resolution, the case is closed and the operator moves to related to this relationship and accessing it in a the next task. simple and rapid manner by any employee; If needed, customers are sent notices or warning letters è Improved relations with customers by getting real through traditional communication channels (mail, fax). feedback from them about the existence of debts The documentation of this activity is not stored in CRM before sending notices and warning letters. The fast but by a dedicated file server, which can be accessed by customer contact allowed administrative problems to the entire team. The management team has continuous be solved (bill lack or delay, for example); access to activity reports and can make decisions è Keeping constant the cost of human resources. Using regarding additional task allocation, types of resolution Charisma Collection management enabled the applied or escalated cases. management of workload growing together with the After implementing Charisma Collection, developed by team. Using the application has simplified the work in TotalSoft on Microsoft Dynamics CRM platform, EFG such a way that each employee could handle a larger Leasing achieved the project’s aim - owning a smart debt number of cases; collection management tool. The project has brought the è Furthermore, due to process standardization, people company benefits such as: from various departments were involved in the debt è Structured management of the debt collection collection process; process, by mapping a precise application of internal è Fast adoption. Developed on a Microsoft platform, business processes and carefully monitoring each Charisma Collection offers a pleasant experience, the phase. Using Charisma Collection allowed obtaining user interface being specific to Microsoft and an overview of consistent activities and decisions. therefore well known. This ensures a short training period, and a high user degree of adoption. The application has become a platform for , communication among employees, thus increasing states Madalina Paraschiv; the cohesion between them. è Increased control over the debt collection process by providing the management team with access to Following these benefits, EFG Leasing planned the detailed information on customer interaction and expansion of the Charisma Collection functionality intervention on this process in case of escalation. through the implementation of two additional modules: With Charisma Collection, the company’s è Litigations Module - module dedicated to the legal management has obtained an accurate tracking of department and pending litigation files management tasks of each employee; (insolvency and bankruptcy, foreclosure in case of è Increased employee productivity through a faster terminated contracts etc.); access to information on customers and their history è Contentious Module - mode dedicated to asset with EFG Leasing; recovery afferent to terminated contracts, track of è Error elimination through automatic processes and records entrusted to recovery companies and electronic workflows support. Using CRM has subsequent administration of properties recovered: ensured the maintenance of internal procedures and reception minutes, remarketing good information. eliminated human errors inherent in working with paper documents; “Using Charisma Collection has allowed us to balance workload on people and thus to increase productivity and efficiency of the debt collection process” “Charisma Collection has provided us with a structured management of the entire debt collection process and also a correct customer information”
- 14. Henkel obtained high flexibility at low costs by using Microsoft Dynamics CRM It was therefore initiated a process to identify a new CRM Company solution that would cover all flaws detected, but meet the Established in 1994 as a subsidiary of Henkel Austria (in business requirements at lower acquisition costs, 1998 Henkel Central Eastern Europe), Henkel Romania has implementation processes, fast customization and established itself quickly as a strong brand in the local development and flexible use of the application. Microsoft market, recorded in 2010 a turnover of approximately 560 Dynamics CRM in hosted version was the solution that million (about EUR 133 million ). Divided into three main would optimally cover the client’s requirements; the divisions - "Cosmetics / Personal Care", "Laundry & Home implementation process started in 2010 and was Care" and "Technologies Adhesives" - the company developed with the support of TotalSoft and Microsoft currently has a portfolio of over 30 brands and thousands Romania. of products, through a complex partners and distributors system. Solution Situation For managing customers and partners, Henkel’s "Technologies Adhesives" Division used a CRM solution developed in 2005 for the subsidiary in Poland and later implemented in several offices in Central and Eastern Europe. The constantly increasing volume of business, the Mircea Vlăștean, Business Controller Henkel partners and organizational structure system recorded Adhesive Technologies. over 15 years have determined Henkel’s "Technologies Thus, Henkel identified with the support of TotalSoft, its Adhesives" Division in Romania has to feel the acute traditional Romanian partner and Microsoft Gold Certified limitations of existing CRM solution. Partner (2005), the opportunity to adopt Microsoft At that time, Henkel Romania had difficulties in Dynamics CRM hosted in a Data Center. The hosted monitoring, controlling and evaluating the sales team version in a Data Center was the best solution to the because of the lack of user-friendly reporting tools. problem due to costs and fast development. Thus, the Moreover, the application did not include marketing tools, company obtained a decrease in purchasing costs, and thus, it did not allow a uniform treatment of the eliminating the need for infrastructure investment and campaigns conducted and a thorough analysis of the allocation of domestic resources in order to ensure rapid results achieved; moreover, it didn’t allow the delivery of the application, while the testing phase was development of a complaints management policy coming also reduced drastically. from end users and did not comply with standardized The implementation, customization and development of procedures and flows required by the ISO certifications the adequate CRM solution were completed with the help held by subsidiaries of Henkel Central Eastern Europe. of TotalSoft, and was started in July-August 2010 and divided into several stages. Mircea Vlăștean, Business Controller Henkel AdhesiveTechnologies. “The acquisition and implementation costs were the main problem. For example, we performed a comparative analysis for a hosted solution versus a classical implementation - the classical version, 35 CRM licenses meant a substantial cost. If we add the necessary hardware and infrastructure costs for an on premises implementation we talk about considerable investment efforts.” “As the organizational structure has increased, the personnel assessment needs have also diversified; so, the “We actually started this process by migrating the limitations of the CRM application arose really fast; our database, then by following a training period of two solution also lacked a module dedicated to marketing weeks during which our team introduced new customers campaigns and other important module for recording and to get used to new procedures specific to this operation; processing the complaints” then the process was extended to other fields. Te go-live of the application was January 1, 2011, but we began to
- 15. work effectively with the new CRM in November 2010, primarily because the system is extremely flexible and friendly, taking advantage of Microsoft interface that is very familiar to all users” “This module will serve as a database to allow us access to the complete history of any interaction with any partner/ client. Currently, the information about a complaint comes to the end customer through various channels of communication - e-mail, phone calls etc. - it reaches a responsible, that is a salesman who takes over the issue, analyzes it and decides which area of responsibility it addresses - logistics, R & D, production, etc. - directs it to the responsible, and after receiving the response, he has to deliver the feedback to the end user. We want to “The sales team performs their work according to implement a system able to track the entire flow - with different types of activities, especially on-site meetings - deadlines, responsible within each department (who takes part of the sales agents’ target is qualitatively related to the complaint, to whom the complaint it is directed, who daily reports, presentations, promotions, new products, settles the complaint etc.), how it is solved - by the end of offers and follow-ups. Through Microsoft Dynamics CRM, the loop. We hope that by the end of 2010 the module will managers can quickly and easily get reports of various be fully functional.” types - such as reports on types of activities: number of meetings for product presentation, offering etc. or how many new partners were introduced in a certain period. We can filter and search for customers who haven’t been contacted within a definable time. All these tools allow a proper control over the activity of the sales team.” “Choosing a hosted version of the CRM solution involves, firstly, much lower costs. This is not a major investment, nor a CAPEX budget, but a monthly payment for the operating expenses. This choice eliminated the need to promotional procedures, recipients, and especially their responses. This development allowed an accurate calculation of the response rate and profitability of the Mircea Vlăştean. campaign. In the first stage of the adoption, we were focused on The third stage of the implementation process was the customizing the business sales team needs so that utilization of the Customer Complaints module. The Microsoft Dynamics CRM could best meet all business module had to comply with all requirements and flows of needs of our beneficiaries. Thus, in addition to the the beneficiary, which meant a serious development customization of the data identification area, a effort. mechanism for the automatic client differentiation on two channels (business-to-business and retail) was built. We also developed a system for the monitoring and evaluation of activities of sales agents, based on the types of activities performed by them, a system that provides real time information on each of these activities and allows fast access to the history of interactions with each partner/ final client. We also added a system of alerts and notifications for the sales team, which allows a more efficient organization of their activities. Mircea Vlăşteanu, Henkel Adhesive Technologies Business Controller. Results Although the adoption process is still ongoing and Henkel’s Adhesives Technologies hasn’t used Microsoft Dynamics CRM for so long yet, there is a series of Mircea financially quantifiable benefits that the division has Vlăştean. already noticed: The second stage of the process was the utilization of the Marketing module of the application. Cost reduction The savings recorded by the division come from many Firstly, all clients/ partners were assigned to different areas; however, the fact that the company opted for a owners according to predefined criteria and a list of all hosted version of the CRM drastically reduced the initial campaigns performed by the “Technology Adhesives” investments. division was elaborated. There was a campaign underway at that time – it implied contacting a certain category of partners, for whom the company had created a system that could check the tickets, and based on them issue vouchers. The system allowed a precise monitoring of all
- 16. achieve considerable investments in the hardware infrastructure.“ “The payment is done according to the number of users accessing the application at a time. If you want to increase or decrease this number it can be done very quickly, while the payment is made for each change you have made. Licenses once acquired cannot decrease the number of users If needed - which, at present, can be a real risk if, for example, is necessary to restructure your personnel.” “An important benefit offered by Microsoft Dynamics CRM was the reduction of the entire flow for approval, testing, implementation, etc. which, in a multinational company, is very complex, involving other issues such as corporate security policy. Going through all these steps would have meant, in addition to substantial costs a considerable investment in time.” “By hosting the application and database in a Data Center, which provides maximum availability and regularly back- up we managed to minimize risks without additional costs.“ “The connection to the CRM application is achieved very quickly and easily through a Web browser; the connection is secure like a bank connection. Based on access policies, users have their own profile, which allows them to access only data that is considered relevant for their work.” “Microsoft Dynamics CRM is more flexible than the previous application, and the access to information is much faster and easier. The sales force is not a category of end users with special skills in IT, so it is very important for the system to be as friendly as possible and to provide quick information. On the other hand, the possibility of rapid customization allowed us to create a simple interface that can deliver the information required.” in infrastructure either. Mircea Vlăşteanu. Fast utilization of the solution Just a month and a half after the startup process of adopting Microsoft Dynamics CRM, users could effectively use the solution ahead of the "go live" date with a couple of months. The customization and development of the Marketing and Complaint Management modules was very fast, well below the time required for a similar on Reduced maintenance and development premises solution. effort Microsoft Dynamics CRM has a friendly and intuitive interface, which ensures a reduced training period and a 100% adoption rate; it also enables the customization and definition of specific templates, which means, basically, a huge win: time, money and efficiency. In the previous CRM application any change meant contacting the developer, and thus, we had to pay for the development according to the requirement’s difficulty, in High security level and redundancy addition to the maintenance costs. With the new CRM elimination application, most of customizations can be performed by the internal administrator because the application is very flexible - you can quickly add items on a form, you can easily create reports, simple queries or database. Mircea Vlăştean. Because there is no such infrastructure within the company, achieving this goal Improved employee productivity would have required a high level of security and imposed The adoption and customization of the module dedicated the need for quite an investment in this respect - a to the sales team, Henkel has very quickly gained control dedicated server, with all afferent charges. By choosing over the activities of all sales agents, by quickly assessing Microsoft Dynamics CRM the issued was finally solved - their performance. Due to subsequent developments, end users could benefit from a solid support for their activities, which provided a higher level of exploitation of sales opportunities. High flexibility By using Microsoft Dynamics CRM, Henkel’s division “Adhesives Technologies” benefits from the so called “Pay as you go” payment method. The payment is done only for the number of users accessing the application and not according to a number of licenses bought based on previous estimations. This payment method allows you Mircea Vlăștean. change the number of users without making any change
- 17. Procurement Cost Control for the Euroclinic Group Euroclinic Group: Health services provider of top quality Back Office can be accessed only by the users of the and establishment with two hospitals of high Purchasing department and the Financial department. specialization: Euroclinic Athens and Euroclinic Pediatric. The users of the Purchasing department receive the Expense Requests and they can manage them accordingly: they can submit them to the Purchasing Committee, they can transform them to Purchase Orders and they can serve them through Internal Deliveries from the corporate - Stefanos warehouses or initiate Purchasing Events (e.g. public Papadimitriou, Chief Financial Officer of Euroclinic Group tenders). The application in brief è Expense Requests are submitted and approved by the departments’ Supervisors; è The approved Expense Requests can be handled by - Antonis Mitsis, the Purchasing department; Logistics Manager of Euroclinic Group è Budgets for all departments can be defined, maintained and monitored; è Business Reports are available to the Management. The Challenge The Euroclinic health services group has two large hospital Benefits units: Euroclinic Athens and Euroclinic Pediatric. The day-to-day operation of such a large organization è It simplifies and automates a complex process; needs continuous purchasing of a wide variety of è It enables the communication and cooperation of all materials and services from a wide variety of suppliers. In the involved departments; order to control all these purchases in terms of time, cost è It reduces operational costs; and transparency of the procedure, the group realized the è It optimizes the productivity of the employees; need to implement such an Information System. è It provides complete overview of KPIs; è It improves the agility and competitiveness of the company; The Solution è It provides a cooperative User Interface, oriented to Euroclinic selected Charisma Cost Control software from the satisfaction of the needs and the targets of the TotalSoft Hellas. This choice finally led to a Procurement organization. Management Information System that provides complete procurement management, from defining budgets to the To the Management it provides: acceptance of the Purchasing Committee and the è Reports for the basic figures of the company; monitoring of the execution of every single purchasing. è Reports from a high level to a very low level of detail This system consists of two main modules: Front Office (drill down); and Back Office. è Comprehensive information regarding every department; Front Office enables every user of the system to submit an è Dashboards, indications and notifications; Expense Request, according to his/ her role and activities. This request can be approved by the Supervisor of the For the user it provides: requestor and then it is forwarded to the Back Office in order to be executed. è Friendly user interface; è Automation of trivial operations; “The Cost Control application from TotalSoft Hellas enables us to control the accuracy of our budget’s execution any moment, from every aspect - per department, per service or per time period.” “With TotalSoft system we achieved to reduce both time and cost of every purchase request’s execution, with parallel improvement to the communication with our suppliers, having also available automations and validations that eliminate errors.”
- 18. è Use of data coming from third-party applications A large amount of the data included in the system’s (ERP); screens come from the corporate ERP and for this è Access to various business reports. purpose integration on the data layer has been implemented (e.g. regarding the data of the items or the In terms of cost of ownership it ensures: vendors). In this integration’s framework, Charisma Cost è Easy updates and upgrades, without the need of Control also provides data to the ERP, regarding the coding and development; purchase invoices. è Consistent maintenance. Last but not least, the users of the Financial department and the Management are provided with a series of Technology Reports that analyze every aspect of the purchasing è Microsoft SharePoint Server; business procedure, in terms of operational costs as well è Microsoft Dynamics CRM 2011; as in terms of the financial benefit that can be achieved è TotalSoft Charisma Cost Control; by any purchase. è Integration services with existing ERP system. The system produces automatically all the required documents (e.g. Requests for Quotations) and it can be updated regarding the offers from the suppliers through the import of the same electronic documents when they come back filled by the suppliers. According to this data, the comparison between offers can be facilitated. Every request can be managed as a whole or per line (i.e. per requested item). The users of the Financial department can manage the budgets of all the departments and they can monitor the execution of these budgets. The maintenance and the update of these budgets can be manually through the User Interface of the application but, due to the large scale of details that are required by the corporate accounting system, there are so many budget lines that an import mechanism for the related Excel files is required and the system provides this mechanism.
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