Development of a crm system for 1s.

Software product "1C: Enterprise 8.0. CRM PROF" is an effective solution for organizing and managing the work of sales, marketing, procurement, after-sales service clients, quality control services at all stages of the process of interaction with clients according to the concept of CRM. Software package"1C: CRM PROF" created on the basis of "1C:Enterprise 8.0" and has all the advantages of this technological platform: ease of management and configuration, scalability. "1C: CRM PROF" is an analytical CRM system designed for medium-sized businesses that require more than 5 users to work together in a single information base.

"1C:Enterprise 8.0. CRM PROF" allows

develop a sales management system

increase sales

increase customer loyalty

When using the software product "1C: CRM PROF" as a stand-alone, independent configuration, a block for exchanging information with accounting systems is launched: "1C: Accounting Enterprise 8" and "1C: Accounting 7.7".

Basic equipment "1C:Enterprise 8.CRM PROF" contains configuration "1C: CRM PROF", platform "1C:Enterprise 8", documentation set, license to use "1C: CRM PROF"(hardware protection key) and a license to use "1C:Enterprise 8" (hardware protection key) for 1 workplace. Also, the basic delivery includes a six-month subscription to the information technology support disk (ITS).

Configurations "1C: CRM.PROF"

"1C: Trade Management + CRM PROF";

"1C: Integrated automation + CRM PROF".

"1C: automation + CRM PROF".

To increase the number of jobs "1C:Enterprise 8. CRM PROF" you must additionally purchase the required number of multi-user licenses for "1C: CRM PROF" and separately for "1C:Enterprise 8" and a license to use the 1C:Enterprise 8 server. All licenses are purchased separately.

The main features of 1C: CRM PROF

Client base management, detailed information about each client and contact person, tracking the dynamics of changes in the state of relationships with clients, quick entry and quick access to the client's personal data;

Managing contacts with clients, keeping a history of contacts, fixing customer needs, operational data transfer between different departments, contact planning;

Control and planning of actions, a system of reminders and issuance of tasks, coordination of work in time;

Managing the processes of interaction with customers, the formation of work regulations and templates for standard actions for sales, service and complaints;

Sales management, development of technologies for the sale of various types of goods, management of sales stages and stages, development of standard action templates, preparation of commercial offers, operational analysis and management of the sales cycle - sales funnel;

Integration with accounting programs to create a single information space for interaction with clients;

Marketing management includes managing marketing companies, customer segmentation, evaluating the effectiveness of marketing and advertising campaigns;

Questioning - collection of data about customers, competitors, products, regions. Analysis of questionnaire data;

Telemarketing - mass calling of clients according to a certain scenario, registration of contacts and profiles;

Warranty and service. Accounting for goods by serial numbers, types and periods of service, managing customer requests for services, managing service orders;

Multivariate analysis of sales, analysis of the state of work with clients, ABC analysis of sales, analysis of the performance of employees, analysis of the client base;

Database on sales, services, products, competitors with the ability to structure information, search by keywords, operational access to information;

Information protection, setting data access rights for users, limiting user access only to information related to their clients;

Automation of routine operations, reporting, integration with e-mail, new client entry constructor, batch processing of clients, search for duplicate clients, filters.

Software package 1C:Enterprise 8.CRM available in 4 versions: basic, STANDARD, CORP and PROF.

Differences in the functionality of versions 1C:Enterprise 8.CRM

Subsystem name

1C:CRM Basic

1C:CRM STANDARD

1C:CRM PROF

1C:CRM CORP

Client base Contact management Calendar & Reminders Sales management Marketing Management Newsletters Questionnaires and surveys Knowledge base Email client Orders Business Processes (BPM) Sales funnel Significant events Advanced analytics for marketing companies Dispatching incoming calls Project management (including resources)

Functional

Question number 1. What is CRM?

CRM (Customers Relationship Management - customer relationship management) is a customer-oriented strategy based on the use of advanced management and information technologies through which the company builds mutually beneficial relationships with its customers.

It is necessary to distinguish between the concepts of "CRM concept" (or "CRM-technologies") and "CRM-system". The concept of CRM refers to a customer-oriented strategy. A CRM system is a tool - software(specific software, for example "1C: CRM PROF"), which allows you to implement a customer-oriented strategy by automating the work of a customer-oriented company.

Question number 2. What are operational, analytical and collaboration CRM systems? How do they differ from each other?

Operational CRM-systems solve the problems of prompt input and storage of contact information, history of communication with customers. Operating systems cover sales, marketing, service. It is advisable to use this type of CRM system for multi-stage and long-term transactions with several participants. Operational CRM systems provide a small functionality for analytics - you can get analytics on customers, on the work of employees, on transactions. This type of CRM-system is suitable for solving basic tasks and is mainly distributed in small businesses.

Analytical CRM systems, in addition to solving operational problems, allow segmenting the customer base, evaluating the success of a marketing campaign, evaluating the profitability of customers, analyzing sales, analyzing purchases and warehouse conditions, and forecasting sales. Analytical CRM systems are used by companies that have many "short", "quick" transactions, a large assortment and a large number of customers. This type of CRM-systems is suitable for solving a wide range of tasks. Analytical CRM-systems are mainly distributed in small and medium-sized businesses.

Collaborative CRM systems, in addition to operational and analytical capabilities, allow the client to directly participate in the activities of the company, for example, in the process of developing a product or providing a service. At the moment, this type of CRM system is not widespread in Russia.

"1C:CRM" is an analytical CRM system with the ability to expand the functions of data mining (BI) and Web functionality.

Question number 3. How to choose the right CRM system?

To select a CRM system, we suggest using the following selection criteria:

• Determine the required type of CRM system;
• Think over the organization of the joint work of the CRM system and the accounting system - the exchange of data or the integration of the CRM system into the accounting system;
• Analyze the compliance of the CRM system with the peculiarities of domestic business practices;
• Provide for the possibility of finalizing the CRM-system according to the needs of the company;
• Determine the availability of services for the implementation and maintenance of CRM in your region;
• Determine the total cost of ownership of a CRM system;
• Analyze the possibility of integration with telecommunications (telephony, SMS, fax), web-applications, organization of a remote workplace.

Question number 4. How much does it cost to implement a "1C:CRM" system for 11 users?

The cost of implementation consists of the cost of software and the cost of implementation services. For example, the cost of software "1C: CRM PROF" for 11 users is 78,000 rubles. including licenses for the 1C:Enterprise 8 platform. The cost of licenses is fixed and does not depend on the region of the Russian Federation.

NOTE: Prices shown may change over time and may not be accurate at the current time.

The cost of implementation services, on the contrary, strongly depends on the region of the Russian Federation.

Question number 5. What is the advantage of 1C:CRM over other CRM systems on the Russian market?

The main advantages of "1C: CRM" over other programs are:

• A comprehensive solution to enterprise automation problems on a single platform: CRM, management, operational and financial accounting.
• Close integration with accounting systems based on the 1C:Enterprise 8 platform, such as 1C:Trade Management, 1C:Manufacturing Enterprise Management and their industry-specific versions.
• A single information space for the company - one program (accounting solution + CRM), a single business logic.
• Wide functionality of the CRM system.
• Automation of the main communication channels with clients: built-in email client, integration with PBXs, sending and receiving SMS and fax messages directly from the CRM system, preparing envelopes or stickers for mailing lists.
• Open source system and the ability to easily change according to the needs of the company.
• Embedded distributed database management system for automation of geographically remote departments.
• High scalability and performance of the 1C:Enterprise 8 platform.
• Data exchange with "1C: Accounting".

Question number 6. What benefits will the company's management get by implementing "1C: CRM"?

After the implementation of 1C:CRM, the company's management will receive real assistance in organizing work with customers, partners and competitors, as well as in organizing and monitoring the work of personnel. The company's management will be able to regularly receive data on new customers, on the status of real customers, evaluate the effectiveness of marketing campaigns, analyze and forecast sales, control customer complaints and claims, and evaluate the effectiveness of staff work.

Question number 7. Can the 1C:CRM program be used in a small company?

Yes, the 1C:CRM program is designed for enterprises of various sizes. Do not be afraid of wide opportunities - for real work, the enterprise is not obliged to use them all at once. And for “small” firms, exactly the same automation opportunities are provided as for “large” ones, while the enterprise can use exactly the part of the functionality that it really needs at this stage of development.

For example, if there is no need to use business processes or track customer claims and complaints, then this is not necessary.

Question number 8. Does the 1C:CRM program work in real enterprises?

At the moment (2011), the 1C: CRM program works in more than 2000 companies in Russia, CIS countries and neighboring countries

Question number 9. They said that the 1C:Enterprise 8 and 1C:CRM systems are designed for large enterprises and it doesn't work for us. Does this correspond to reality?

No, this statement is not true. Increasing scalability and the ability to work with a greater load does not mean that application solutions are focused only on large enterprises.

"1C:CRM" works in small, medium and large companies, solving specific problems for each of these business segments.

Question number 10. Are there technical limitations for expanding the functionality of "1C: CRM" by the client?

"1C:CRM" does not have any significant technical limitations for refinement to the specifics of a particular company. The system code is open, there is a special mode "1C: Configurator" in which you can change and add functionality. If there is a qualified employee in the client's staff, all necessary changes can be made independently. However, we strongly recommend to involve certified specialists of our company.

Question number 11. Does 1C:CRM come with user documentation? What is the difference between the book "Methodology for implementing" 1C: CRM PROF "from the documentation?

Yes, supplied. The difference is that the 1C:CRM documentation describes the system objects (functionality), and the book “1C:CRM PROF Implementation Methodology” describes the implementation technology and practical cases on the use of CRM technologies.

1C:CRM functionality (configuration options, settings and access rights)

Question number 12. Is it possible to make it so that each manager sees only his clients in the 1C: CRM program?

Yes, this can be done by setting access rights in the context of managers. This setting can be done in the 1C:Enterprise user mode

Question number 13. Can the head of the company receive information about the main performance indicators of the company and the work of managers using "1C: CRM"?

Yes maybe. In the program, for these purposes, you can, for example, use the report "Performance indicators of managers", showing the number of transactions, the total amount of sales proceeds, the number of contacts and other information on the work of managers for any period.

You can also use the report "Report to the manager", which is designed to provide summary information about the current state of affairs of the company. The report provides an operational analysis of data on various indicators: in terms of sales, receivables and payables, outgoing and incoming payments, etc. It can be sent by e-mail at a specific time, according to the mailing list set in the settings.

In the settings, you select the type in which the report will be generated in an external file - a table (mxl) or a file in HTML format.

Question number 14. Can the head of the company get information about the main indicators of its work without downloading the program itself and without learning how to work with it?

Yes, in the typical configurations "1C: Trade and Customer Relationship Management (CRM)" and "Manufacturing Enterprise Management + CRM PROF" there is a mechanism "Manager's Report", which allows you to regularly send information to the manager about any significant indicators of the enterprise's work in text, tabular or graphic form. Information can be sent by e-mail and be available to the manager anywhere in the world.

You can also simply entrust the formation and printing of reports to the assistant manager.

Question number 15. Can a marketer or company manager evaluate the effectiveness of an advertising campaign in 1C: CRM?

Question number 16. How does the 1C:CRM program interact with email?

1C:CRM has a built-in mail client (e-mail). There are two options for working with email:

• use the built-in mail client configuration;
• use the main mail client of the operating system (for example, the program "TheBat!") with the ability to transfer letters to "1C: CRM".

You can configure the mail client by going to the menu "Tools - Accounting Settings".

Question number 17. Do 1C:CRM users have the same access to the database? What can be done to ensure that the manager does not have complete information on VIP clients?

User access to the 1C:CRM database can be differentiated by setting access rights to directories and documents. This setting is made in the "1C: Configurator" mode.

In particular, it is possible to configure for managers access only to a certain part of information about counterparties. To do this correctly, perhaps, only

Question number 18. Can 1C:CRM remind you of the upcoming receivables deadline so that you can call the client and remind him of the payment?

You can create a "Reminder" document associated with a payment document (for example, "Invoice" or "Expected receipt of funds"), indicating the start date, importance and frequency of the reminder. At the end of the performance, "Reminder" can be completed.

Question number 19. Is it mandatory or desirable to switch from a CRM system on the 1C:Enterprise 7.7 platform to 1C:CRM on the 1C:Enterprise 8 platform? To what extent is the “eighth” platform more convenient and functional than the “seventh” one?

Switching to the 1C:Enterprise 8 and 1C:CRM Platforms has a number of advantages for users and the company as a whole:

• "1C:Enterprise 8" has a high performance in multi-user mode, scalability, integration with other applications.
• Thanks to the capabilities of the new platform, a business process management mechanism has been implemented: creating business process templates, automatic task routing, process status control, sales funnel, etc.
• Implemented a mechanism for issuing and monitoring orders with automatic notification of the progress of the order.
• Implemented new interface features - "Desktop". This allows you to create a convenient for each employee workspace in a programme. Remove all unnecessary and focus on the main information about the current state of affairs.
• A mechanism for the formation printed forms to MSWord directly from the CRM system. The mechanism allows you to receive a ready-made commercial offer or contract in a few seconds according to the specified template with all the necessary details of the client.
• Expanded the ability to classify clients by various parameters.
• The marketing block, including budgeting of marketing actions and the mechanism of planning events in the form of a Gantt chart, allows you to analyze the effectiveness of marketing actions (ROI).
• Built-in mail client, mail is stored in 1C, more user-friendly mail program interface.
• Integration of the CRM system with telephone systems using "1C-Rarus: SoftFon+SMS and Fax Communicator". Provides work with PBXs, sending and receiving SMS and fax messages directly from the CRM system.

Question number 20. How to organize the work of geographically distributed offices using "1C: CRM"?

The work of geographically distributed offices can be configured in two ways

1. If simultaneous operation of the central and remote offices is planned in the on-line mode (in the “real time” mode), then the required number of licenses for users of the remote office is purchased. These licenses are installed on the server in central office, the terminal mode is configured: a terminal server in the head office, a terminal client in a remote one. In this case, everyone works with one infobase located on the central server.

2. If the work of two offices will take place off-line (periodic exchange of information according to the schedule), then the main software supplies (the same ones that are now in the central office) and the required number of licenses are purchased. Then the exchange mechanism is configured, with the help of which data exchange between branches will take place.

Question number 21. Does the 1C:CRM program allow you to direct an incoming call to a responsible employee?

Yes, it does, provided that you have a license for the 1C-Rarus:SoftFon product.

1C-Rarus:SoftFon, already integrated into 1C:CRM, is designed to optimize the processing of incoming and outgoing phone calls. "1C-Rarus: SoftFon" allows the secretary at the time of receiving an incoming call to see the name and contact person of the calling client, the main responsible manager of the company assigned to the client. This allows the secretary to quickly connect clients with responsible employees of the company.

"1C-Rarus: SoftFon" does not independently route the call to the right employee, this should be done by the secretary. If negotiations have already been held with the client and the responsible manager is recorded in the client's card in 1C: CRM, this information will be reflected when an incoming call arrives and the secretary will only have to switch the call to it.

Question number 22. How to activate telephony, SMS and fax modules in 1C:CRM?

The product "1C-Rarus:SoftFon+SMS and Fax Communicator" is integrated into "1C:CRM" and is designed to optimize the processing of incoming and outgoing telephone calls, SMS messages and faxes. The product is protected by a security key (only the processing of work with the equipment is protected, the configuration code is open for changes).

To work with integration modules for telephony, SMS and fax, you need to purchase the appropriate licenses, install security keys and software protection products. Then, in the "1C: CRM" settings (menu Tools - User Settings), you need to enable the necessary modules and configure their work.

Question number 23. How to activate the "1C: CRM PROF" functions built into the standard solution "1C: Trade Management" or "1C: Manufacturing Enterprise Management"?

The product "1C: CRM PROF" when integrated into standard solutions "1C: Trade Management" or "1C: Production Enterprise Management" and their industry-specific versions, if necessary, can be used only on a part of workplaces.

To use the "1C: CRM PROF" module at the workplace of a specific user of the program, you must enable or disable the setting "Use CRM subsystem" in the configuration settings (menu Tools - User Settings), enable or disable this module and configure its operation.

Question number 24. It is supposed to use a geographically distributed information base. Are there any restrictions in this case when working with "1C: CRM"?

1C:CRM products have no restrictions when working in the distributed infobase mode (except for the Basic version, in which this mode is not supported).

For each office (remote subdivision), you will need to install a copy of the 1C: CRM central database and set up the exchange mode and schedule with the central database.

Question number 25. How much will an SMS message sent using "1C-Rarus:SMS-Communicator" cost?

The cost of an SMS message is determined by the communication service provider whose SIM card you have inserted into the GSM modem.

Question number 26. Is it possible to integrate 1C:CRM with telephony? What is needed for this?

Yes, it's possible. To integrate 1C:CRM with telephony, you need to purchase a license for the 1C-Rarus:SoftFon product. Before buying, be sure to specify the PBX model (PBX) used in your company and its compatibility with the 1C-Rarus:SoftFon product.

Question number 27. What is the actual sending of sms messages from "1C: CRM"?

Using the program "1C-Rarus: SMS communicator" and a GSM modem. There is a list of tested equipment.

Question number 28. What is used to send faxes from "1C: CRM"?

Sending fax messages is due to the interaction of the programs "1C-Rarus: Fax Communicator" and "Venta4Net" of the company "Venta".

Question number 29. Our telephone exchange supports the exchange of fax messages, do we need to purchase "Venta4Net"?

Oh sure. The product "1C-Rarus: Fax Communicator" is specially designed for the "Venta4Net" program, and, in turn, "Venta4Net" interacts with the Fax-modem and telephone line of your PBX.

Question number 30. If we purchase the 1C-Rarus:SoftFon software product, does this mean that we will be able to communicate by phone without a telephone set?

No, it's not. The 1C-Rarus:SoftFon solution is a means of interaction between 1C:CRM and a PBX and does not replace a telephone in any way.

Licensing and protection system for 1C:CRM configurations

Question number 31. How are 1C:CRM programs licensed?

The 1C:CRM configuration, like the 1C:Enterprise 8 platform, is protected from illegal copying by a hardware security key. Licensing is based on the number of jobs. Licenses are required for both the 1C:Enterprise 8 platform and the 1C:CRM configuration. Those. There are two types of security keys.

For the Basic versions of 1C:CRM, protection keys for the platform and configuration are not provided. Instead, the program has so-called "bindings" to the user's computer.

Question number 32. How to increase the number of jobs in the 1C:CRM program?

To expand the number of jobs, users of the 1C: CRM PROF, 1C: Trade and Customer Relationship Management (CRM) programs and the 1C: Manufacturing Enterprise Management + CRM PROF configuration must purchase the required number of additional multi-user licenses for the 1C :CRM PROF" and separately to the "1C:Enterprise 8" platform (if necessary).

Licenses for the 1C:CRM PROF configuration do not include licenses for the 1C:Enterprise 8 platform, they are purchased separately.

There are additional licenses "1C: CRM PROF" for 1, 5, 10, 20, 50 and 100 jobs.

The basic versions of "1C: CRM" do not have the ability to expand the number of jobs.

Question number 33. How is 1C:CRM licensed in case of use in several geographically remote offices?

In this case, you will need to purchase the main distribution of the product of the 1C: CRM line for each office (remote division) and the required number of licenses (according to the number of workstations).

Question number 34. What parts of 1C:CRM are protected by a security key and are not available for modification?

Approximately 3% of the code protected by the protection key are the main "cores" of the Business Processes, Filters and Upload subsystems in Word - i.e. mechanisms that do not usually change in implementation projects.

Data exchange and integration of CRM with standard solutions 1C Enterprise

Question number 35. Is it possible to use the 1C:CRM program together with 1C:Accounting?

Typical means provide for data exchange between "1C: CRM" and the following programs and configurations:

• 1C: Accounting 8
• 1C: Accounting 7.7

This mechanism allows you to exchange the following data between configurations: documents "Invoice for payment to the buyer", elements of the directories "Counterparties", "Nomenclature" and elements linked by links.

• counterparties
• contact faces
• accounts

Data is exchanged via an intermediate data file in XML format.

In the case of using the product "1C: Trade and Customer Relationship Management (CRM)", it additionally exchanges the following documents with "1C: Accounting":

• Advance Report
• Letter of credit transferred
• Letter of credit received
• Return of Goods from the Buyer
• Return of Goods to Supplier
• Return of Goods to Supplier from HTT
• GTD Import
• Power of attorney
• Inventory of Goods in Warehouse
• Collection Order Transferred
• Collection Order Received
• Posting Goods
• Commissioner Sales Report
• Sales Report to the Principal
• Report on Retail Sales
• Retail Sales Report Commission
• Movement of Goods
• Payment Order Incoming
• Payment Order Outgoing
• Payment Request Received
• Payment Order Receipt of Funds
• Payment Order Withdrawal of Funds
• Receipt of Additional Expenses
• Receipt of Goods and Services
• Receipt of Goods and Services of VNTT
• Incoming Cash Order
• Account cash warrant
• Sale of Goods and Services
• Write-off of Goods
• Buyer Invoice
• Invoice Issued
• Invoice Received
• Requirement Invoice
• Equipment Nomenclature
• Debt Adjustment
• Payment Claim Issued

Question number 36. How is 1C:CRM PROF connected with programs on the 1C:Enterprise 8 platform?

1C:CRM PROF is a universal solution with the ability to use both an independent program for automating CRM functions, and as an addition to the functionality of typical 1C configurations on the 1C:Enterprise 8 platform.

"1C: CRM PROF" is integrated (by combining) with typical configurations:

• 1C: Trade management
• 1C:Manufacturing enterprise management
• industry configurations developed on their basis.

When using "1C: CRM PROF" as an independent, stand-alone configuration, the program includes a block for exchanging data with accounting systems "1C: Accounting 8" or "1C: Accounting 7.7".

Question number 37. Can 1C:CRM be used in conjunction with programs based on the 1C:Enterprise 7.7 platform?

When using "1C: CRM" separately from the accounting system, it is possible to exchange data with "1C: Accounting 7.7".

Question number 38. Are data transferred from the 1C: Trade and Warehouse 7.7 program to the 1C: Trade and Customer Relationship Management (CRM) program?

Yes, when you start working with the typical configuration “1C: Trade and Customer Relationship Management (CRM)”, you can convert data from the typical configuration “1C: Trade + Warehouse”.

The sequence of actions when transferring data from the infobase of the configuration "1C: Trade + Warehouse" for "1C: Enterprise 7.7" to the configuration "1C: Trade and customer relationship management (CRM)" for "1C: Enterprise 8" is described in detail in the file CV92_10 .txt located in the Configs\Trade\ExtFiles\Convert\ directory on the distribution disk of the program.

Question number 39. Is it possible to transfer the accumulated customer data to 1C:CRM?

Yes, there is such a possibility. Data can be transferred from any structured electronic file, such as a trading or accounting system, MSAccess database, spreadsheet, other DBMS, or .txt file.

In some cases, the intervention of a 1C specialist may be required.

Performance and scalability of "1C: CRM"

Question number 40. We heard that in 1C:Enterprise 8, and accordingly in 1C:CRM, scalability has been increased. And how to understand it?

Various aspects of 1C:Enterprise 8 scalability are discussed in a special edition of 1C, "Scalability and Performance Study of 1C:Enterprise 8.1" (http://v8.1c.ru/method/books/files/1c_predpr_scale.pdf) and on 1C website http://v8.1c.ru/.

In short, by increased scalability, we mean less dependence of system performance on load (the number of simultaneously working users, documents being processed and the amount of information stored). Or, in other words, higher performance at the same load.

Question number 41. What factors affect the performance of "1C: CRM"?

The performance of 1C:CRM is affected by a combination of factors. The key ones are:

1. Option to work with the infobase - file or client-server. With an increase in the volume of the infobase, or with a large number of users, it is necessary to switch to the client-server version of 1C:Enterprise 8.

2. Number of concurrent users. Up to 11 concurrent users - a file version of work is possible, more than 11 - client-server (MSSQLServer or PostgreSQL).

3. The size of the information base. When the volume of the infobase increases, it is necessary to switch to the server version of work. It is also recommended to use the disk subsystem on a SAS or FC type database server to improve performance.

4. Bandwidth LAN (local area network). A LAN of at least 100Mbit class is recommended.

5. Hardware of the user's workplace and the server.

Technical issues of installing "1C: CRM"

Question number 42. How to install security keys "1C: CRM" correctly?

It is recommended to install all 1C:CRM keys and the network key for the 1C:Enterprise 8 platform on the same server (main computer). If you have more than one network key for the 1C:Enterprise 8 platform, then they should be installed on different computers.

A computer with network protection keys installed on it must always be turned on and accessible in the corporate LAN.

Question number 43. Can several 1C:CRM protection keys work on one computer?

Yes they can. The number of 1C:CRM licenses of all protection keys installed on one server is added up.

Licenses are allocated dynamically as needed (when a user connects).

Question number 44. Where can I get a protection driver for a 64-bit operating system?

For 64-bit operating systems, the protection driver is located in the 1C:CRM installation disk folder in the Protect\Drivers\Ia64 folder.

Question number 45. When do I need to use "Server" 1C:Enterprise 8 "?

"Server" 1C:Enterprise 8 "is used in the client-server mode of operation.

In the case of using "1C: CRM" on more than 11 workplaces, it is recommended to use the "Server" 1C: Enterprise 8 ". More information about the three-level client-server technology of the 1C:Enterprise 8 platform can be found in the booklet "Architecture of the 1C:Enterprise software system" on the 1C website.

Question number 46. After installing the product server, 1C-Rarus:SoftFon does not start, and if it starts, the program icon is crossed out. Why?

Possibly for stable operation service, you need to disable the DEP (DataExecutionPrevention) feature of the Windows operating system, you can learn more about this feature at microsoft.com.

Question number 47. We purchased 1C-Rarus:SoftFon+SMS and Fax Communicators products. We need to install all these solutions on different computers

No, it's not. All protection keys against these software products must be installed on one computer (server).

1C:Enterprise 8. CRM. Basic version

It is a single-user program for use at one workplace without the possibility of expanding the number of workplaces.

The solution is designed to automate the workplace:

• head,
• a separate sales and service manager,
• not a marketer big company,
• individual or private entrepreneur.

The solution can also be used for individual familiarization with the main features of CRM technology.

For joint work of several employees of a small business company, it is recommended to use the solution "1C: CRM STANDARD".

Functionality:

• Management of the client base, storing detailed characteristics about each client and contact person, tracking the dynamics of changes in the state of relations with clients, the ability to quickly enter and access information about the client;
• Management of contacts with clients, accounting of the history of contacts with clients, registration of the needs of clients, prompt transfer of information between departments, planning of contacts;
• Planning and control of actions, coordination of work in time, system of reminders and tasks;
• Sales management, creation of technology for the sale of various groups of goods, management of the stages and stages of sale, the mechanism for preparing commercial offers, the mechanism for operational management and analysis of the sales cycle - the "funnel" of sales;
• Marketing management - segmentation of customers, management of marketing companies, evaluation of the effectiveness of advertising and marketing campaigns;
• Questioning - collection of information about customers, products, competitors, regions, analysis of questionnaires;
• Telemarketing - ensuring mass calling of customers according to a given conversation scenario, registration of contacts and profiles;
• Service and warranty service. Accounting for goods under service: by serial numbers, terms and types of service, management of customer service requests, management of service orders;
• Sales analysis, analysis of the state of work with clients, analysis of the client base;
• Knowledge base on sales, products, competitors, services, information structuring, keyword search, quick access to information;
• Facilitation of routine operations, integration with e-mail, preparation of reports, assistant to enter new clients, search for duplicate clients, group processing of clients, filters.

1С:CRM STANDARD

The software product "1C: CRM STANDARD" edition 2.0 is designed to automate customer relationship management processes in companies with up to 5 employees in the office.

The solution can be implemented in the company on its own, without the involvement of third-party specialists, and will allow: to improve the quality of customer service, increase the number of successful transactions, reduce transaction costs for customer service, and increase sales.

The solution "1C: CRM STANDARD" edition 2.0 is designed to create a single information space of the organization together with other configurations developed on the platform "1C: Enterprise 8": "1C: Management a small firm”, “1C: Accounting” (integration or two-way data exchange), etc.

Creation of a single configuration 1C:CRM + 1C:UNF helps to provide an integrated approach to managing small businesses.

The solution "1C: CRM STANDARD" edition 2.0 is available in three delivery options with three protection options - software, hardware (USB key) and electronic. "1C: CRM STANDARD" edition 2.0 contains the optimal set functionality designed to solve the problems most often encountered in the organization of work with clients in small businesses.

Functionality:

• Client base management. Collection of all customer data into a single company customer database, detailed characteristics of each customer and contact person, advanced customer analytics, the ability to quickly enter and access customer information.
• Management of contacts with clients, Fast and high-quality provision of information necessary for the client. Accounting for contact history, registration of customer needs, prompt transfer of information between employees, planning contacts, meetings. Increasing the efficiency of work and, as a result, increasing the level of customer loyalty.
• Working time management (time management). Planning and control of the execution of orders, coordination of work in time between employees, general and individual calendars, a system of reminders.
• Sales management. Management of sales stages based on uniform templates, creation of standard templates for the sale of specific services and goods, use of a mechanism for operational management and analysis of the sales cycle - the "sales funnel". Reducing the number and size of discounts due to the possibility of using other benefits of goods and services. Cross-sells and up-sells will increase the value of the transaction and increase the average check.
• Marketing management. Identification of customer segments. The ability to generate mailing lists of emails, conduct phone calls, both by customer segments and individually. The ability to conduct a campaign to find new customers - "cold calls" with loading the customer base from external MS Excel files. Identification of prospective clients and reduction of wasted time on inefficient negotiations.
• Reducing the number of routine operations, integration with e-mail, ready-made pre-configured reports, automatic invoicing for payment and sending them by e-mail, search for "doubles" of clients, group processing of data by clients, flexible filters. Employees have more time to work with customers by increasing the availability and efficiency of working with customer information.
• Integration and data exchange with other systems. "1C: CRM STANDARD" has the ability to interact with other applications and provides:
• Two-way data exchange between the programs "1C: CRM STANDARD" and "1C: Accounting" (uploading invoices for payment, contact information about the client; downloading all mutual settlements for the client: actual payments and shipments);
• Downloading address classifiers and other reference information from the Internet;
• Loading data from external files of various formats: text, spreadsheets, email programs.
• Integration into "1C: Small business management" and industry-specific versions based on it.
• Analytical reports. Multi-factor analysis of contacts and sales, analysis of the state of work with clients, "sales funnel", reports on the performance discipline of employees, advanced analysis of the client base, etc.
• Data protection. Differentiation of access rights to information for users, both at the object level, and restrictions on the ability to work in the program: “via the Internet”, “only in the office”, “via the Internet and in the office”.

1С:CRM PROF

"1C: CRM PROF" edition 2.0 is an analytical CRM system with the ability to expand the number of user jobs depending on the needs of the organization. The solution is designed for medium-sized businesses, as well as for small businesses with the need for more than 5 users to work together in a single information base.

The software product allows you to automate all business processes of the company in accordance with the concept of CRM, including:

• purchasing department,
• sales department,
• marketing department,
• service department,
• quality service,
• and also allows you to manage business processes at all stages of interaction with customers and within the organization.

The solution "1C: CRM PROF" edition 2.0 is designed to create a single information space of the organization together with other configurations developed on the platform "1C: Enterprise 8": "1C: Manufacturing Enterprise Management", "1C: Integrated Automation", "1C: Trade Management ”, “1C: Small business management”, “1C: Accounting” (two-way data exchange), etc.

To expand the number of workplaces, users of 1C:CRM PROF edition 2.0 can purchase the required number of additional multi-user licenses for the 1C:CRM PROF edition 2.0 configuration, for the 1C:Enterprise 8 platform, as well as a license to use the 1C: Enterprises 8” (recommended from 10 workplaces and more).

Functionality

The 1C:CRM PROF configuration was developed in the 1C:Enterprise 8 environment and supports all the advantages of this modern technological platform: scalability, ease of administration and configuration.

Key features:

• Notification subsystem, the ability to receive notifications via: solution reminders, e-mail, SMS, individual notification settings for planned / overdue events in the Calendar, new / overdue tasks (orders, other business processes), creating individual reminders (complaints, etc.). d.).
• Integration capabilities: use of Internet maps: search and display on the Internet map of the location of customers at the address; integration with office telephony (CTI), integration with e-mail, SMS and recording of telephone conversations "Sprut" and "CLON".

1C:CRM CORP

"1C:CRM CORP" edition 2.0 is a collaborative CRM system for large business companies. The solution implements a number of additional functions compared to the PROF version, taking into account the needs of large business companies: tools for managing projects and processes taking place in the company; integration with corporate systems; creation of a single information space and work from a single interface, advanced marketing and analytics functions, and other functionality demanded by large businesses.

The software product "1C: CRM CORP" edition 2.0 allows you to effectively organize the joint work of all departments of large businesses with up to several hundred employees, including:

• purchasing department;
• sales department;
• telemarketing service;
• service center;
• line of advice (" hotline»);
• marketing and PR service;
• quality service;
• secretariat (dispatch department);
• administration;
• production (in terms of business process management).

The solution is also designed to create a single information space for an organization or holding together with other configurations developed on the 1C:Enterprise 8 platform: 1C:Manufacturing Enterprise Management, 1C:Complex Automation, 1C:Trade Management, 1C: Management of a small firm, 1C: Accounting (two-way data exchange), etc.

To expand the number of workplaces, users of 1C:CRM CORP edition 2.0 can purchase the required number of additional multi-user licenses for the 1C:CRM CORP solution edition 2.0, for the 1C:Enterprise 8 platform, as well as a license to use the 1C: Enterprises 8".

Functionality

• Client base management. Collection of all customer data into a single customer database of the company, detailed characteristics of each customer and contact person, advanced customer analytics, dynamics of changes in the status of customer relationships, the ability to quickly enter and access customer information, track relationships between customers, attach various types files to client cards with tracking the history of their changes, visual customization of the display of the list of clients depending on the imposed conditions.
• Management of contacts with clients, accounting of the history of contacts with clients, registration of client interests, dispatching of client contacts in real time, prompt transfer of information between departments, contact planning, templates of typical contacts with clients, a dedicated workplace for processing mass customer requests. Planning the number of contacts with clients in the context of managers, departments, plan-factual analysis of contacts.
• Working time management (time management), viewing scheduled contacts (meetings, meetings, etc.) in the "Calendar", selecting meeting participants based on their availability, simultaneous viewing of calendars of several users (or groups), color display of events in the calendar , using user work schedules, reserving and planning the employment of premises, maintaining a "To Do List" with the ability to reserve time from it in the calendar, regular scheduling of contacts (meetings, meetings, etc.).
• Business process management (BPM). A common process approach in all functionality of the solution: a subsystem for designing, publishing and analyzing the effectiveness of business processes. Ready-made business processes for working with clients with the ability to change them on the fly and create new business process maps in user mode without programming. Creation of regulations for working with customers for sales, service, work with complaints; creation of work regulations within the company for the execution of orders, the coordination of various documents, and marketing. Adding, coordinating, editing documents and their versions (Workflow) within existing business processes and outside them.
• Sales management. Management of sales stages and stages based on business processes, creation of standard sales action templates. Control and analysis of overdue debts. Appointment of prices and discounts, automatic preparation of commercial offers and contracts based on corporate templates (in MS Word or OpenOffice). The mechanism for operational management and analysis of the sales cycle is the "sales funnel", the creation of various options for viewing the "sales funnel" and planning for their implementation. Sales planning in various sections: nomenclature, customers, projects, managers and divisions, plan-fact analysis of sales.
• Marketing management. Marketing campaign management: planning and budgeting, coordination, implementation and analysis of the effectiveness of marketing campaigns (ROI). Telemarketing, personalized electronic (e-mail, SMS) mailings. Customer segmentation (static and dynamic segments). Automatic ABC/XYZ analysis.
• Alerts subsystem, the ability to receive alerts via: solution reminders, e-mail, SMS, individual notification settings for planned / overdue events in the Calendar, new / overdue tasks (orders, other business processes), creating individual reminders (complaints, etc.). d.).
• Project planning. Decomposition of projects by stages, cost planning for projects with loading from professional programs.
• operational management execution of projects. Managing the implementation of project stages in the Calendar with the display of responsible / executors by project stages through the checkpoint mechanism. Start by project stages of business processes used in the company. Analysis: project card, plan-fact analysis of project implementation. Using the notification subsystem for selected projects in the company and individual settings for each user. Loading calculated data on projects from external programs.
• Interaction with corporate systems. Two-way data exchange: contacts, calendar events, tasks, e-mail between MS Outlook, MS Exchange Server. Synchronization with other solutions via the SyncML protocol, including mobile devices (Gmail, Outlook and others).
• Performance management subsystem. Individual indicators of managers, their KPIs and a workplace reflecting the fulfillment of KPIs (plan-actual implementation of sales, contacts, average bill, etc.). Indicators for divisions, the company as a whole, allowing you to track the dynamics of the client base, deviations in the performance of business processes and a number of other management functions.
• Methods. Section "Solutions" with recommendations for solving various problems in the program. Recommendations are broken down by available subsystems of the program and these sections are planned to be updated regularly. The section is also intended as a guide to getting started with the CRM system.
• Facilitate routine operations. A mail manager that allows you to take advantage of the integration of the CRM system with email. Easy preparation of reports, assistant for entering new clients, automatic filling of commercial offers and contracts based on system information, transfer of documents and transactions to another manager, customizable filters. Multi-stage analysis of reports with the ability to save the result of one report and transfer it to another report for further analysis.
• Usability. Display of information and convenient work with it on "desktops", the ability to select the information blocks necessary for the work. Ability to quickly fill out documents from templates. Hiding unnecessary or redundant information, color coding of information with the ability to customize the color scheme, business process maps understandable to employees and instructions at the stages. Quickly view documents without going into them.
• Use of Internet maps, search and display on the Internet map of the location of customers at the address.
• Integration with other systems. The system has ample opportunities for interaction with other applications and provides:
• integration with Microsoft Office and/or OpenOffice to prepare printed forms of contracts, commercial offers or other standard documents based on approved templates;
• the ability to integrate with office telephony (CTI) with the most popular PBXs: Panasonic KX-TDA / TDE, Avaya IP Office, Cisco Call Manager / Call Manager Express / UC, IP-PBX "AGAT UX" IP CallCenter Asterisk; integration with SMS and e-mail;
• two-way data exchange with accounting systems: "1C: Accounting 8", "1C: Accounting 7.7", "1C: Simplified Taxation System";
• downloading address classifiers and other reference information from ITS or the Internet;
• updating/downloading price lists from suppliers, downloading clients and their contact information from external files in MS Excell, *.txt, MS Outlook formats;
• data exchange with other applications through text files, DBF files and XML documents.

1C: Trade and customer relationship management (CRM) 2.0

The solution "1C: Trade and customer relationship management (CRM) 2.0" is designed to automate processes full cycle work with a client in trade, service and design companies, with dedicated sales structures.

The solution helps organize efficient work warehouse, purchasing, sales, marketing and service departments at all stages of work with clients.

The product "1C: Trade and Customer Relationship Management (CRM) 2.0" satisfies the need of companies for a wider functionality of the trade and service automation system, the desire to work in a single program that allows you to store and manage all information about customers: customer characteristics and contact information, turnover , mutual settlements, history of contacts with clients, partners and suppliers and others.

The product supports all the advantages of the modern technological platform "1C:Enterprise 8":

• scalability,
• the possibility of automating geographically distributed companies,
• integration with web technologies,
• ease of administration and configuration.

The software product "1C: Trade and customer relationship management (CRM)" includes a block for data exchange with the accounting systems "1C: Accounting 8" and "1C: Accounting 7.7".

The solution "1C: Trade and customer relationship management (CRM) 2.0 is available in two delivery options with two protection options - software and hardware

Functionality:

Features of the product "1C: Trade and customer relationship management (CRM). Edition 2.0" corresponds to the combined functionality of standard solutions "1C:Enterprise 8. Trade Management 11.1" and "1C:Enterprise 8. CRM PROF 2.0". However, due to full integration, the combined configuration "1C: Trade and Customer Relationship Management (CRM). Edition 2.0 provides users with a number of advantages:

• All information about customers, partners, suppliers and competitors is stored in one program. Quick access to information about customers, contacts, transactions, mutual settlements and movement of goods.
• Working with clients throughout life cycle in one program: from the first contact to after-sales service.
• The ability to jointly analyze sales data and customer relationship history.
• Marketing: customer segmentation, automatic ABC/XYZ analysis, customer base dynamics analysis.
• Automation of the main business processes of the company directly in the program. The ability to create your own business process route maps with their subsequent editing and customization. And also - the connection of trade and financial documents with business processes. Ready business processes:
• sale
• marketing event
• service
• analysis of the complaint
• assignment
• negotiation and approval of the contract.
• Flexible, individual system of reminders and scheduling. The solution contains different kinds calendar display, allowing you to use the Calendar and the To-do list as one of the main workplaces of leaders and managers
• Automation of service operations and interaction with customers through various communication channels:
• personalized email newsletters
• questioning
• telemarketing
• mailing lists.
• Flexible customizable specialized interfaces (desktops) for employees to quickly search and analyze information about customers, contacts and deals.
• Extensive user customization options:
• business process templates
• desktops
• types of Events (customer interest, meeting, event, service visit, question, complaint, etc.)
• properties and characteristics of clients
• properties and characteristics of contact persons and goods.
• The ability to integrate the program with telephony (office PBX), sms and fax using the product "1C-Rarus: SoftFon + SMS and Fax Communicators".
• Ability to work in the solution via the Internet without loss of functionality.

Applicability of 1C:CRM

Depending on the size of the organization apply:

Depending on the accounting system used, the following applies:

1C-Rarus: SoftFon PROF. Edition 2

Solution "1C-Rarus: SoftFon PROF. Edition 2 is used to manage phone calls in companies of various sizes: small, medium and large. This product can work with both external and internal calls and allows you to increase the number of incoming calls processed, ensure the minimum delay in servicing calls, improve employee efficiency and call processing quality. The solution allows you to integrate with software products made on the 1C:Enterprise 8 platform.

Solution "1C-Rarus: SoftFon PROF. Edition 2" helps in the work of the dispatch department, the help desk, the sales and marketing department, as well as other employees who use telephony in their daily work and allows you to:

• increase the number of incoming calls processed;
• ensure minimal delay in servicing calls;
• improve the efficiency of employees and the quality of call processing.

And also save time:

• up to 35 seconds on each incoming call;
• at least 15 seconds on each outgoing call;
• up to 2 minutes for information transfer when routing a call.

Integration of PBX and systems based on the 1C:Enterprise 8 platform can significantly increase work efficiency and business security due to the following features:

• Informing the operator about the call and automatic identification of the client with displaying information on the phone screen;
• 100% recording of calls and their content. Now it is not required to separate the reception of a call and processing between the secretary and the manager;
• Automatic creation of new documents in 1C:CRM*;
• Further processing of the call in "1C: CRM" *. After fixing the call in the CRM system, it is easy to control its processing. Responsible is fixed, time frames and a template of actions are provided;
• Registration of missed calls. As a result, you can call back undialed customers and employees of the company;
• Operator notification of the status of internal telephone lines PBX (free/busy);
• One-click dialing.

* - when integrating office telephony with solutions "1C: CRM PROF" and "1C:CRMCORP" version 2.0. Activation is possible only if the appropriate key is purchased.

It should be noted that the software product "1C-Rarus: SoftFon PROF. Edition 2" can be combined with the 1C: CRM module of the following standard configurations: "1C: Manufacturing Enterprise Management", "1C: Integrated Automation", "1C: Trade Management". In other configurations on the 1C:Enterprise 8 platform, a typical solution is built in manually by the 1C programmer according to the instructions with a description of step-by-step actions.

Software product "1C-Rarus: SoftFon PROF. Edition 2" has been tested and successfully works with systems:

Telephone system name	Interaction throughTAPIdriver	Interaction via command interface (API)
Panasonic KX-TDA Panasonic KX-TDE
Cisco Call Manager Cisco Call Manager Express Cisco UC
IP-PBX "AGAT UX"
INFINITY call center

The software product "1C-Rarus: SoftFon PROF, Edition 2" is a universal solution and can be used with telephone systems that support the TAPI 2.1 interface. To familiarize and test the possibility of the solution working with the used PBX, users can is free get the software product "1C-Rarus: SoftFon PROF. Edition 2" with the possibility of full-fledged work in it for one user. To do this, you just need to fill out the questionnaire at the link.

Gift edition "ABC CRM"

"ABC CRM" - complete collection telecasts about CRM-technologies with participation of Alexey Kudinov on DVD.

The deluxe edition includes three studio-quality DVD discs containing 10 TV shows about CRM technologies with the participation of Alexei Kudinov, CRM Solutions Director at 1C-Rarus. The series of TV shows simply and clearly discusses the main issues of theory and practice of building a customer-oriented business.

Summary drives:

Disc 1.

1. What is CRM and why does a business need it? Focus on the client"
2. “Why do customers leave and how to avoid it? Customer churn management
3. “How to work with each client to the maximum? Upselling and cross-selling to existing customers
4. “When there is no line of customers at your door… Moving on to active sales with CRM!

Disc 2.

• “How much is each new client worth? Marketing management with CRM
• How to implement CRM? Methodology for implementing a CRM system in a company»
• How to manage sales? Sales department management with CRM

Disc 3.

• "Peculiarities of using CRM-technologies in small business"
• “Peculiarities of using CRM-technologies on average and big business»
• "How and why to connect CRM with other automation systems"

Get the deluxe edition "Azbuka CRM", as well as more detailed information for the delivery of discs, you can send a request with contact details (full name, full address and phone number) to the email address crm @rarus .ru

The retail price of the publication is 900 rubles (including VAT, excluding delivery).

Gift edition "1C: CRM in the industry"

"1C: CRM in the industry" - a collection of TV shows with the participation of Alexei Kudinov and leading representatives Russian companies on DVD.

The deluxe edition includes a studio-quality DVD containing 4 TV shows on the application of CRM-technologies in various business sectors.

Brief content of the publication:

Topic 1. CRM-technologies in the transportation service.

Expert: Anatoly Antonov, Executive Director group of companies Taxi Caprice.

Key questions: What business processes can be used to increase the traffic flow of corporate clients? How much more profitable is it for a company to rent a car than to maintain its own vehicles? How is an individual approach to each client compatible with technology?

Topic 2 Implementation of CRM-technologies in the field of souvenir products.

Expert: Andrey Zagrebin, Deputy Development Director of O-Souvenir LLC.

Key questions: What makes up the order history of corporate clients? How to use the CRM-system to save the client base and protect it from "encroachment"? What managerial mistakes can be eliminated? How do customers react to internal changes in the company after the implementation of CRM?

Topic 3. CRM technologies in trading business

Expert: Alexander Kuropatkin, Deputy General Director of LLC PROTECTION AND SERVICE.

Key questions: How do CRM technologies help deal with “refuseniks”, put things in order in the warehouse and documents, and identify dishonest employees? What concerns may arise at the stage of their implementation? How effective are CRM technologies in the trading business?

Topic 4. CRM-technologies in the consulting business.

Expert: Kirill Poryadnev, Managing Partner, CEO OOO "Uniservice-Consulting"

Key questions: How fast and in what direction is the Russian market moving? consulting services? How can a client find his only one among a huge number of consultants? How much do CRM technologies reduce the time of meetings and approvals?

You can get a deluxe edition of "1C: CRM in the Industry", as well as more detailed information on the delivery of disks, by sending a request with contact details (full name, full address and phone number) to the email address crm @rarus .ru

The retail price of the publication is 450 rubles (including VAT, excluding delivery).

The book "CRM: The Practice of Effective Business". Edition 2

In the book, Alexey Kudinov reveals the secrets of Russian and world experience in implementing and using CRM technologies, and also provides answers to a number of key questions about building a customer-oriented company.

The purpose of the book is to acquaint the reader with one of the most popular business technologies today - customer relationship management (CRM) - and with the possibilities of building CRM systems based on the products of the "" line (joint development of 1C companies and the Center developed by 1C-Rarus). Based on Russian and international experience in the implementation and use of CRM technologies, the author tried to answer a number of key questions about building a customer-oriented company.

The first edition of the book, released in 2008, aroused considerable interest and received good feedback from both readers-users and partners-implementers of 1C: CRM products.

The book is addressed to a wide range of readers: business owners, executives and managers of companies who are thinking about implementing CRM technologies or are already implementing a CRM system in their company, consultants on implementing CRM systems. The material allows a short time and in a concise form to master the theory and practice of applying customer-oriented technologies in business.

The book can be conditionally divided into two parts.

In the first part (chapters 1-6) of the book, the author tried to answer the main question - "What is CRM?". The reader will learn about the principles and techniques of a customer-centric approach to business, thanks to which leading companies achieve impressive results. Examples of the effective use of systems built on the basis of "1C: CRM" at enterprises of various sizes and industries are given.

Integration with the accounting system is one of the most important elements of the full functioning of the CRM system. No matter how "fancy" some modern systems customer relationship management, accounting is accounting. No one has canceled the regulations yet.

Of course, it makes no sense to duplicate the functions of other systems, "sharpened" for the corresponding tasks. Although many CRM systems "claim" to be universal, trying to replace everything. Modern companies use, as a rule, several (up to a dozen or more, depending on the size of the company) information multi-user information systems. And these systems often process the same data. No one wants to carry out multiple re-entry of data, constant verification and correction of errors, increase the cost of reporting and information for decision-making by company management. Most large companies who have a whole "zoo" of information systems, are on the path to creating a single enterprise information bus, trying to combine all the regulatory and reference information based on ontological models based on ISO standards 15926 and ISO 15288. But our goals are much more modest.

The scope of this review does not include a discussion of a set of issues related to the choice of a CRM system. Let's just keep in mind that the implementation of integration with 1C is a weighty argument when making a choice. It is clear that the size of the company, the nature of the business (B2B, B2C), and privacy and security requirements will play a significant role when evaluating the implementation of integration. For a small online store with a short sales cycle, one will do, and for a medium or large company with complex customer interactions and a long sales cycle, another.

Without pretending to any truth, let's try to look at the integration of CRM systems with 1C from the following points of view:

• what information is available for import (export) and what information is really needed (probably not all) in terms of the specifics of a particular business;
• ease of configuration (requirements for personnel qualification, "sanity" of the process logic, reasons possible errors and their processing, the number of "clicks", finally);
• availability of available documentation for independent solution of the issue of integration. (To be honest, some system manufacturers offer: "Contact us and we will set you up ..." Of course, for additional money);
• information security;
• the impact of a particular solution on the total cost of ownership. Employees of the sales department (and in the general case of the marketing department and service technical support), who, as a rule, are users of the CRM system, and employees of financial services (warehouse, etc.) are different people. It is not at all necessary that they have licenses for both the CRM system and 1C.

The choice of CRM should be preceded by a serious analysis of all the needs of your business. Plus, you need to take into account the "hidden" cost factors. For example, if CRM is running MS SQL DBMS, you need to understand that the DBMS license is paid and costs about $1000 + $250 per user. This amount must be added to the cost of delivery. In addition, there may be additional mandatory payments for technical support and maintenance, etc.

So, let's try to consider the implementation of integration with 1C for some CRM systems. So that no one is offended, we will consider them in alphabetical order.

amoCRM

This system is an example of the implementation of the SaaS model for selling and using software.

A special module (widget) of the system is designed to implement integration. There are certain limitations - the 1C platform is not lower than version 8.2 and a number of others. Both server and file types of the 1C database are supported. In case of incomplete compliance with the system requirements, the integration module may not work correctly and it is suggested to contact the amoCRM technical support service.

The integration mechanism of 1C and amoCRM is implemented by publishing web services from 1C on a web server. Web services allow you to receive requests from amoCRM and perform manipulations in the 1C database.

Communication with 1C takes place in real time.

Functionally, the module allows you to issue invoices from the amoCRM transaction card and create new clients (counterparties) in 1C. In addition, when generating an invoice in amoCRM, information about the counterparty, contract and order nomenclature can be automatically added to the invoice from 1C. When generating an invoice in amoCRM in 1C, a “Buyer's Order” document is generated with the appropriate parameters.

The integration mechanism is as follows. Services are published on the web server from 1C that allow you to receive requests from amoCRM and perform certain actions in the 1C database on the server. For security purposes, by default, access to 1C web services is available only from the local network where the 1C base itself is located.

Apache is recommended as a web server. The main purpose of installing a web server is to provide HTTPS access from users' browsers to amoCRM for invoicing. This happens before the connection with 1C web services. At the same time, the administrator of the company using the system has the ability to configure any security policy for accessing the widget. It should be noted that there are certain features in installing and configuring a web server, described in the instructions for integrating 1C enterprise and amoCRM. Working with the HTTPS protocol requires the use of a cryptographic key.

For the integration to work, it is necessary that "Web Server Extension Modules" be installed in 1C. In addition, amoCRM modules must be included in the 1C configuration. This action creates a certain restriction on the fully automatic update of the 1C configuration - you need to set up support rules.

Information about the certificate created when setting up the web server should also be added to 1C.

After the above steps, you need to publish services in 1C and connect the 1C widget to amoCRM.

As you can see, the procedure for installing and configuring the integration is not simple and requires a fairly high qualification of the administrator.

In order to ensure the safety and security of data, the supplier company provides limited access for its employees to the administration and project servers, automatic data backup, and the use of an extensive network of synchronized servers in Russia. The use of data encryption prevents unauthorized access to data in transit. Of course, there are some clouds in the sky. For example, the type of database used in amoCRM is not disclosed…

System support is carried out very quickly, including weekends. However, for example, the support service does not distribute information about the database used.

It should be noted that the system is open and allows its refinement and creation of new functionality. In addition, in addition to integration with 1C, there are integrations with various communication channels in the system.

In terms of the cost of licenses, there is a wide choice of system options with different functionality costing from 499 rubles. per month for one user up to 1499 rubles. The indicated prices correspond to a purchase for 6 months. There are other purchase options as well.

Below are a few representative screens for setting up and operating the system for illustration purposes.

amoCRM has become a fairly popular cloud-based system for small businesses. However, all interactions with 1C, social networks, Dropbox, the site and others occur through numerous third-party widgets. At the same time, when connecting widgets, you need to pay the element developer plus the CRM rental price.

Bitrix24

Integration with 1C is present only in the boxed version of the product, and free version for 12 users does not have it.

The product logic and design can be customized by the user.

Invoicing functionality from CRM and a product catalog are integrated with 1C products. To implement this integration, you do not need to purchase anything additional - just perform a simplified configuration of 1C products.

Below is one of the setup screens.

For example, a CRM system manager can control bill payments:

Invoice sent

The bill is paid

The integration scenario is defined by the developer as follows:

• the manager issues an invoice in CRM;
• the account automatically falls into "1C";
• the manager sends this invoice to the client in PDF;
• the client receives an invoice and makes a payment (for example, through the "Client Bank");
• the accountant on the manager's side receives information about the payment of the invoice;
• the accountant enters in "1C" the fact of this payment in CRM information is displayed that this invoice has been paid;
• CRM manager is aware - the payment went through.

In addition, CRM and 1C automatically exchange product data. New products added to 1C immediately appear in the CRM product catalog. When invoicing from CRM, a check is made through "1C" for the availability of the necessary goods in the warehouse. Prices for all products in the CRM catalog are synchronized with prices in the 1C database.

Products

The interaction of 1C and 1C-Bitrix products is implemented on the basis of bidirectional data exchange procedures. Data is exchanged using the XML-based, open Business Information Exchange Standard, CommerceML 2.0.

The main integration settings are made on the 1C side. There is good documentation. Special qualifications for the implementation of integration, apparently, is not required. Again, two-way invoice synchronization is performed at the level of products, quantities, statuses and prices. Integration with 1C is available only for commercial tariff plans Bitrix24.

Cry

In principle, you can set up synchronization for everything. A universal tool is good, but many may also note some redundancy, since the "Client-Communicator" is a platform that balances somewhere between ERP and CRM systems.

To set up an upload scenario, you need to go to the Configurator, select "Integration with 1C" and set up rules.

After a successful connection to the 1C database, you need to match the users of the CRM system of the Click with the users of 1C. Thus, the access rights of the 1C user are compared with the rights of the CliK user, and when accessing 1C data, the CliK user will have the same rights and restrictions as the 1C user associated with it.

When setting up, there are certain features. It is necessary to know well the structure of the 1C base, the CliK attributes, the mandatory fields. For example, in 1C "Counterparties" is one table, and in the CliK system there are two classes: counterparties and legal entities. Therefore, two rules will have to be configured.

In addition, it is necessary to pay special attention to the mandatory fields and uniqueness control when matching.

It is convenient that the system during configuration, if necessary, issues error messages (for example, “unique attributes are not set”) and hints. Thus, the necessary clarifications can be made immediately.

The import and export setup procedures are similar. Only the order of matching is different. For import: first class KliK, then - table 1C. For export, the opposite is true.

After defining the rules (defining the mapping), you need to create "Tasks" that define the upload scenario. For example, the name of the task is "Import nomenclature". Certain settings are also made for tasks, for example:

• allow addition;
• only allow records to be updated;
• specify actions in case of a critical task error (go to the next task or stop altogether);
• set actions in case of a record error (go to the processing of the next record, go to the next task, stop).

It is possible to “step on the throat of your song” and not upload all the associated data. For example, in 1C there are "Contact Groups", but in KliK we do not want to use them. To do this, you can use the filter mechanism. The filter is created in the 1C language and there is a built-in check for its correctness. True, this again can be seen as some redundancy of actions (why was it necessary to set up a comparison of more attributes than necessary). On the other hand, you can first tune to the maximum, and then use the dataset as needed.

After setting up integration rules and tasks, the next step is to define task rights for different users. After defining the rights, each user will see a list of tasks available to him in the client part.

To work with integration in the client side, select the "System actions" tab and then select "Synchronization". The corresponding list of tasks will be available. Next, you can set additional settings, for example, set the output of extended error information and select the option "show / do not display the final report". After selecting all the options, you can start the tasks for execution.

The connection is established and a visual indicator of the progress of the tasks appears.

There is one more additional opportunity while working with the system. Using the QC configurator, you can transfer settings from one database to another ("save settings" - export or "load settings" - import).

CRM Click is a customizable system with good documentation. There are different options for purchasing the system, any configurations of 1C 8.1, 8.2, 8.3 are supported.

Below are a few screenshots illustrating the system interface.

RegionSoft

The company clearly emphasizes the complexity of the integration process and recommends adherence to strict rules for conducting transactions. Namely, to clearly define the rules for posting information, uploading, downloading, and so on. And this has its own reason. As it is said in the unforgettable film, "children - you are the masters of the camp, only one thing is required of you - discipline."

RegionSoft CRM in the standard package has the ability to download data in XML format, which are generated by typical 1C:Enterprise 8 uploads.

There are several integration options.

First, it is integration through the RegionSoft interface. It is possible to upload payments from 1C to RegionSoft CRM. To do this, according to the documentation.

From the side of 1C:

1. Select the menu item "File -> Open", in the dialog box that appears, specify the path to the processing "UploadUploadDataXML82.epf".
2. In the processing that opens: specify the path of the file to be uploaded, in the "Data to upload" table, check the "Documents" tree element called "Receipt to the current account" and click the "Objects by links" button.
3. If you need to upload documents for a certain period of time, specify this period in the "Upload period" section.
4. After that, click the "Upload data" button located in the bottom button bar and wait for the upload to complete.

From the side of RegionSoft... However, we will not give here all the actions described in the documentation (they are quite well described). There are other ways to integrate.

This is integration through the RegionSoft CRM configurator, with which you can organize a semi-automatic integration mechanism with 1C. At the same time, from the side of 1C, unloading and loading is carried out in manual mode, from the side of RegionSoft - in automatic mode.

To comply with security rules and reduce the risk of information loss due to errors and failures, it is recommended to organize daily database backups, which can be performed automatically using the task scheduler.

Another way to integrate is integration with RegionSoft Application Server.

RegionSoft Application Server is a special software that allows you to automatically execute program scripts on the databases of the RegionSoft, 1C system or other software solutions (for example, automatic backup, task generation, lengthy calculations, cleaning the database from garbage, etc.). Including with the help of RegionSoft Application Server, you can organize a fully automated solution for integrating with 1C.

The general rules for integrating with 1C using RegionSoft Application Server are as follows:

Before setting up the integration, you need to define a data exchange schedule:

• Assign to not working time, for example, 23:30 the beginning of the process - unloading documents from RegionSoft.
• Set the time for automatic launch of 1C:Enterprise 8 to download data uploaded from the system and then upload data from 1C to CRM - for example, 23:40.
• Set the start time for loading data uploaded from 1C to CRM - for example, 1:00.

It is necessary to define directories for storing the XML files involved in the exchange.

When starting RegionSoft Application Server for the first time, you need to go to the settings (Settings –> Parameters), and enter data for connecting to the database.

Then you need to go to the configurator (Settings -> Configurator). You need to add a new script in the configurator. You must enter the program code in the text field.

After configuring RegionSoft Application Server, it is recommended to register it in Windows startup. This is necessary so that even after restarting the computer, the scripts run according to the schedule.

To launch 1C from RegionSoft Application Server, you need to create a Windows batch file (for example, "Script.cmd") to launch 1C with certain content (this requires the necessary administrator skills).

To avoid possible errors (data duplication, clogging - the appearance of a large amount of similar data and a number of other errors), there are a number of restrictions defined in the documentation.

There are two implementation options: semi-automatic and automatic.

Semi-automatic integration option allows you to:

• upload data from RegionSoft CRM logs to the RegionSoft XML 2.2 format and upload them to 1C:Enterprise using external processing, which can be downloaded from the RegionSoft website and upload data to the system from standard 1C:Enterprise 8 uploads to XML format.

The automatic integration option allows you to perform the same operations, as well as provide additional business logic, but without human intervention.

The automatic option can be configured in two ways:

• using the RegionSoft CRM configurator;
• using RegionSoft Application Server - a script server designed to perform automatic operations with databases of the CRM system (supplied separately)

In general, when setting up integration in an exchange, the following data can be used:

• accounts;
• invoices;
• acts of work performed;
• nomenclature;
• counterparties;
• bank details of counterparties;
• legal entities;
• bank details of legal entities;
• users;
• contact persons of counterparties;
• payment.

It should be noted that the use of RegionSoft Application Server allows you to organize integration during off-hours, for example, every day at 02:00 am. RegionSoft Application Server is usually installed on a server with a database as a service, which allows it to access data and perform scheduled operations around the clock. In addition, in this case, running workstations are not required to ensure data exchange, in contrast to the integration option using the configurator.

The system is one of the fastest CRM systems, which is very nice.

The cost of a license (perpetual) per user is approximately 12,300 rubles. There are different options for purchasing licenses.

Terrasoft

CRM from Ukrainian developers is one of the market leaders in the field of customer relationship management. In addition, the system includes the ability to manage the company's internal processes based on BPMN notation. The system also has recommended templates for sales, marketing and service processes. Although you need to understand that ready-made templates cannot reflect all the features of a particular business.

The system allows you to change almost everything. This is certainly good, but it requires highly qualified people who perform customization.

The system has ample opportunities for integration, including with 1C. Despite the activity of the company's marketing service, there is one main source of information on the implementation of integration with 1C in the public domain - this is a webinar on the company's channel. There may be other sources, but I have not been able to get to know them. By the way, the webinar seemed too long (more than 1.5 hours!) And not very successful...

So, let's see how the manufacturer describes his solution.

To set up integration, you need to open 1C Configurator and Terrasoft Configurator. 1C COM objects must be installed in 1C (as a rule, they are installed along with the program). In the boxed version of Terrasoft, integration with 1C 8.0 and 8.1 is available. For 7.7 and 8.2 additional integration utilities.

It is necessary to clearly define what is subject to synchronization, and which fields will be transferred. And, of course, do not forget about the need to control the uniqueness of records (for example, in the "Code in 1C" field).

You need to connect to 1C, and in Terrasoft select "Integration" and "Add integration with 1C". After checking the connection, metadata is loaded from 1C (information about the structure of tables and catalogs).

Next, the synchronization elements are configured. In this case, additional logic can be added. According to the developer, the need for additional logic rarely arises, as a rule, when integrating with 1C 7.7. The system analyzes the Terrasoft and 1C fields for compliance and uniqueness of records.

The following are examples of screens for defining synchronization elements.

Once the sync items have been added, you can run an import, export, or full sync. It should be noted that when adding synchronization elements, much must be entered manually. For example, type filter parameters: Value/Enumeration/Types of contact information/Address.

Synchronization is started by pressing the corresponding button. Error information is displayed in the history. Diagnostics occurs (which is wrong in the settings), for example, not specified required fields or a field type mismatch is detected. This, of course, is good. However, I would like to receive error warnings during configuration, and not after synchronization.

Basic integration includes synchronization of counterparties, products, invoices and documents. In principle, this is enough for a CRM system. Scheduled synchronization is carried out once an hour. There are certain rules for setting up automatic synchronization, which, according to the developer, are spelled out in the manual that comes with the product.

Setting up synchronization is not a trivial issue, but you can still figure it out. In a good way, you need a competent programmer.

There is a very useful feature - open 1C cards from Terrasoft. You can, for example, see if the invoice has been paid. Or add additional attributes to the card that are important for 1C and optional for the CRM system.

Two schemes are used to license a product: named licenses and competitive licenses. Licenses are perpetual. For employees of sales and marketing departments, who do not always "sit still", competitive licenses are more convenient.

freshoffice

FreshOffice is a platform consisting of a set of applications, the core of which is a CRM system. However, as mentioned above, trying to replace other systems is not always good and right. Reviews from users of this system come across different and many do not consider it a full-fledged platform. A lot of criticism is caused by marketing and price policy developer.

Nevertheless, we will consider the integration of the system with 1C based on the document recommended by the company's employees (Instruction_1C_Cloud.pdf).

First, let's look at the possibilities of integration:

You can upload information from FreshOffice to 1C by:

• counterparties;
• documents (accounts).

From the 1C system to FreshOffice you can upload:

• counterparties;
• documents (accounts, acts, waybills, invoices);
• financial information;
• directory of goods and services.

First of all, there are a number of requirements for supported configurations on 1C 8.2 and 8.3 platforms.

To install processing, you need to run 1C: Enterprise and go to the appropriate section. For example, for configuration Integrated Automation 1.1 and Management Manufacturing Enterprise 1.3: go to the menu section Service / Additional external reports and processing / Processing:

In the window that opens, click the (+) "Add" button:

When connecting additional processing or reports, you can specify which specific reports or processing will be available to users. The figure below shows an example of such a setting.

It is also necessary to specify the system partition where this additional object will be available. To specify a section, click on the "Specify command interface sections" hyperlink.

For example, for users who have access to processing enabled, the added processing will appear in the "Sales / Additional processing" section.

Probably, it makes no sense to repeat all the steps for setting up integration in this article. Let's pay a little more attention to the upload and download procedures.

To upload contractors to the FreshOffice program, go to the “Filling in the tables of contractors” tab and select the person responsible to whom the unloaded contractors will be assigned. It is possible to select the options for unloading "All", "First ..." or "Filter". After selecting counterparties, click the "Unload counterparties" button.

In the "Uploaded" column for each marked counterparty, the value "completed" will be set in case of successful data transfer. If the account is already present in the FreshOffice CRM database, it will be set to "updated" and the "CRM Id" column will contain the account code.

Each counterparty in 1C has a corresponding unique code, which is indicated in the "Counterparty Code" column. This code will be entered in the "Code 1C" field in the FreshOffice system.

According to a similar scheme, loading counterparties in 1C, assigning a 1C code to counterparties, uploading documents to the FreshOffice system is built.

To download invoices from FreshOffice, you need to select the period during which documents were issued, as well as the type of document in CRM and the type of 1C document in which CRM documents will be loaded. In addition, you can set the "Overwrite" option (for documents already available in 1C) and the "Submit" option to be able to post the document in 1C.

As can be seen from the above, configuring the integration of FreshOffice and 1C is implemented quite clearly, does not require special qualifications from the staff and, in principle, covers the needs of the CRM system.

Licensing is carried out on the basis of a perpetual competitive license (for the desktop installation option).

The manufacturer's pricing policy and support conditions should be specified at the time of the decision to purchase the product.

sales expert

Integration of the Sales Expert 2 CRM system with 1C:Enterprise allows you to solve the following tasks:

• creating invoices in Sales Expert 2, saving them in 1C;
• creating invoices in 1C, saving them in Sales Expert 2;
• import of documents and payments from 1C;
• synchronization of 1C counterparties and Sales Expert 2 clients;
• synchronization of 1C nomenclature and products in Sales Expert 2.

Thus, the set of features is quite standard for CRM systems. There are some limitations in the integration implementation: you can use only one 1C and only two currencies.

In the case of a non-standard 1C configuration, integration may not work correctly.

Integration is implemented with the help of processors supplied by the system developer.

There is detailed documentation for the implementation of the integration, and it makes no sense to duplicate its content in this article.

Examples of screens reflecting the work in the system are given below.

System 1C is open system. It provides an opportunity for integration with almost any external programs and equipment based on generally recognized open standards and data transfer protocols.

There is a whole range of tools with which you can:

• create, process and exchange data of various formats;
• access all objects of the 1C:Enterprise 8 system that implement its functionality;
• support various exchange protocols;
• maintain standards of interaction with other subsystems;
• develop your own Internet solutions.

Evaluating this or that decision is subjective and not very rewarding. Moreover, the systems are different, and the choice of a CRM system is based not only on the features of integration with 1C.

Let's try to summarize the main characteristics of the considered systems.

	Integration Technology	Available Information	Ease of configuration	Estimated cost
amoCRM	WEB services on WEB server	Contractors, nomenclature, accounts	Difficult procedure with rather high requirements for personnel	From 499 rubles per month per user
Bitrix24	Data is exchanged using the XML-based open standard for business information exchange, CommerceML 2.0.	Product catalog, invoices, bill payment information	Logically enough	9990 rubles per month per company
Cry	External processing based on two files (metadata and link)		Convenient and versatile tool with good process visualization	From 6000 rubles (purchase), from 300 (rent)
RegionSoft	External processing based on XML or special software - RegionSoft Application Server	Contractors, nomenclature, invoices, acts, payments	Logical procedure with reasonable regulation	6300 rubles for a basic license for 1 computer
sales expert	External processing	Contractors, nomenclature, invoices, payments, documents	Pretty logical process.	10,000 rubles for one workplace
Terrasoft	Based on COM objects	Almost all information available	A non-trivial procedure with high requirements for personnel qualification. As a plus - the ability to open 1C cards from the CRM system	From 950 rubles per user per month, 38800 rubles (ransom)
freshoffice	External processing	Documents (invoices, acts, etc.), contractors, goods and services	Procedure with manual input elements	From 430 rubles per user per month

In conclusion of this brief overview of the integration of a number of popular CRM systems with 1C, I would like to say the following: integration with 1C is important and necessary to improve work efficiency and reduce the total cost of ownership of a company's IT infrastructure. When choosing a CRM system, the main role should be played by business units, not IT. After all, a business must make a profit.

CRM - Customer Relationship Management, translated from English means "customer relationship management system." CRM systems have existed on the market for a long time, but in Russia today CRM is implemented and used by no more than 15% of companies.

Why owners are in no hurry to implement and how CRM can actually help solve everyday business tasks for more high level- let's talk in this article.

The main reasons why owners postpone the implementation of CRM

• There is no clear understanding of what the real benefit for the business is: how the introduction of CRM can affect the increase in income, reduce costs, increase the manageability of the company and how to make CRM become a tool that increases profitability, and not just another expense item;
• There are fears that the implementation of CRM is a long and complicated process, requiring significant involvement and time costs on the part of employees, who often do not have enough time for current work. At the same time, there is a risk that the team will reject the new rules of work;
• It is not clear which CRM to choose so as not to overpay in the end for excess functionality;
• There are doubts when choosing a contractor;
• There are no free funds to pay for licenses and implementation.

In fact, all these reasons are due to the fact that CRM is considered solely as an IT system for automating current operations, and not as a tool for solving business problems.

Now there are more than 150 Russian-language CRM systems on the market. Most of them are designed to maintain a list of clients and the status of current transactions, while most of them cannot offer functionality to achieve strategic business goals. In essence, they represent the simplest base with the ability to alert or remind about an event.

To achieve commercial goals, set plans and monitor the results of the sales department, you need a comprehensive solution, such as 1C: CRM. It has advanced functionality in terms of business process management, the ability to visually customize and refine to fully comply with the specifics of a particular business.

Solving business problems in 1C CRM

All business tasks can be conditionally divided into 3 large groups:

• Increase income;
• Reduce costs;
• Avoid risks in the future.

In any company, regardless of the field of activity, there are points of contact with the client: sales managers, salespeople retail stores, operators of online stores, masters and administrators in the service provision segment, etc.

At the same time, there is always the possibility of losing customers due to human factors. The most expensive mistakes are made by the staff out of ignorance, forgetfulness, inaccuracy, emotionality, bad mood and "I wanted the best, but it turned out as always."

In reality, it is quite difficult to calculate the lost profit from this, each employee can easily justify why a transaction with a particular client did not take place. Therefore, the less formalized the processes and the more opportunities employees have to perform work at their own discretion, the higher the impact of the human factor on financial results companies.

Fine-tuning business processes in 1C CRM allows you to optimize end-to-end processes, build workflow, assign tasks and control their execution, which allows almost completely eliminate errors associated with the human factor.

Figure 1. An example of visual configuration of business processes in 1C CRM

Customers contact the company through different communication channels: applications from the website, phone calls, letters to the mail, through messengers to various managers, applications from selling partners, requests through social networks, etc.

At the same time, the head of the sales department has incomplete, scattered information on applications and, in fact, does not fully manage managers. As a result, applications are lost, processed incompletely or with unacceptable quality, and the company receives less profit.

Another problem born in the chaos of requests is the lack of the ability to obtain comprehensive statistics and accurately measure the effectiveness marketing channels. This entails excessive advertising budgeting for promotion schemes that do not generate the desired flow of customers, as well as a curtailed use of effective channels, which, if the budget is increased, can provide a significant influx of new customers.

1C:CRM allows you to collect a single database of contacts when contacting from any source. The manager sees the total amount of work, can distribute applications among managers depending on their qualifications, thereby motivating them for development and internal competition.

Figure 2. Client base management in 1C CRM

In 1C CRM, it is convenient to store the history of customer relationships, keep a list of events and tasks for each client, effectively plan working time, assign and control the execution of orders.

1C CRM allows you to get detailed information about the frequency of contacts, the status of the current transaction at any time, for any client, and also greatly simplifies the process of transferring cases and guarantees complete safety of information in case of dismissal of the manager.

Figure 3. History of customer relationships in 1C CRM

Recording telephone conversations in CRM allows you to “work on mistakes”, analyze and systematically work out objections, generate scripts and instructions for frequently asked questions, and train new managers using real examples.

Figure 4. Call log in 1C CRM

Working with documents in 1C CRM

The introduction of 1C CRM allows you to reduce the time spent on preparing documents for customers: contracts, invoices, commercial offers can be drawn up and sent to customers immediately from 1C. To do this, it is enough to prepare layouts of standard documents, which will be automatically filled in with the data specified in the client card.

Figure 5. Document layout editor in 1C CRM

Creation of documents for the counterparty is carried out a simple choice the desired layout, which greatly reduces the time spent and the risk of errors.

Figure 6. Creating a document for the client based on the finished layout in 1C CRM

When integrating 1C CRM with warehouse accounting systems, you can also optimize the preparation of shipping documents: waybills, invoices, way bills, as well as view inventory balances and inform the client about the availability of goods in the warehouse from a "single window".

Sales funnel and reporting in 1C CRM

1C CRM provides a flexible reporting system that makes it easy to get reports in the right sections: “sales funnel” and conversions at each stage, performance indicators of managers, segmentation and ABCXYZ analysis of customers, detailed reporting on sales and revenue. All reports are available both in tabular form and in the form of charts and graphs.

In 1C CRM, a report on the sales funnel can be built both by open and by closed deals. The figure (on the left) shows a sales funnel for closed deals - this is the general conversion statistics from an incoming order to a purchase, and on the right - statistics for open deals: the current number of new orders, orders in progress, invoices and pending payments.

Figure 7. Sales funnel stages for closed and open deals

Figure 8. Sales funnel for closed deals

Figure 9. Sales funnel for open deals

Also, the 1C CRM system makes it possible to display reports with real-time data on the monitoring panel, send automatic reports to the manager on email or in Telegram, which allows the manager to control the implementation of the sales plan, increasing internal competition between sales managers.

Conclusion

1C:CRM is not the cheapest product on the CRM systems market, however, it is this solution that allows you to systematize the business processes of the sales department in a complex, which ultimately leads to financially significant business results.

Here I would like to note that despite the cost of licenses and the costs during the implementation of 1C: CRM, the actual economic efficiency quickly pays for them, and the fine-tuning made by specialists allows us to solve specific business problems and increase the efficiency of the sales department, as well as the entire company. generally.