How we improved efficiency of factory
Background
We were approached by the production director of the Ekipazh plant. This is the largest production of metal-plastic windows, doors, roller shutters and aluminum structures in Russia. The plant produces 1000 units of products per day, has more than 3000 points of sale.
The plant worked in the old fashioned way: dealers called managers, left an order. Order information was sent by mail. To find out the status of the order, the dealers again called the managers. We worked with complaints in the format of a shout from office to office: “Julia, what is there about complaint No. 1234”?
There are many orders, the phone rings incessantly. With so many calls, it was easy to miss or forget something, so the managers were in constant tension.
Task
Optimize plant business processes and reduce the burden on dealer managers. Create an effective tool for managers to work with orders.
Solution
After lengthy negotiations and immersion in the task, we decided to develop CRM. This is application software that builds interaction with clients according to a single standard: it captures requests and distributes them to managers, maintains financial records, visually shows the work of each manager and analyses sales..
Difficulties
The Ekipazh plant works simultaneously with two accounting systems, therefore, when developing CRM, an additional complexity arises — it is necessary to ensure synchronisation with both systems
Resources and timing
The software package was developed from scratch. Therefore, the development period was initially determined — 4-6 months. We figured out the task and determined the budget at the start. But in the process of working together with the customer, it was decided to expand the functionality of the system, make it more flexible, taking into account future needs. This requires additional resources and therefore the time frame and budget has been increased.
Whom we have involved in the work on the project
We formed a team and got to work. The project was made by:
Project manager
UX specialist
UI specialist
Art-director
Back-end developer
Front-end developer
DevOps specialist
Q/A engineer
CTO
An effective CRM can only be developed by fully immersing yourself in the client’s business. This requires close collaboration with the customer’s team. We found a common language with the team. The head of production, heads of departments, technical specialists — everyone was involved in the project.
The result of the work
As a result of the implementation of CRM, we were able to speed up the work of the plant: managers stopped “hanging” on the phone, they had more time to work with dealers. It has become easier for dealers to track the status of an order and communicate with managers. All processes are transparent.
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