Innoware assisted JSC "Zaporozhtransformator" with upgrading the ERP-system and implementing a customer relationship management system.

JSC "Zaporozhtransformator" together with Innoware completed the project on upgrade to a new version of the ERP-system Microsoft Dynamics AX 2009 and implementation of the customer relationship management (CRM) module.

 The total cost of the project amounts to over 2 million hryvnas. Prior to 6 months implementation of CRM-module, the upgrade to the new version took place and lasted for 8 months. During the technological transition modifications accumulated for years of work were transferred to the new version. Total number of Microsoft Dynamics AX users, together with joined sellers, is around 1000.

 After the financial crisis of 2009 "Zaporozhtransformator" acknowledged the necessity to strengthen the sales process. It became more complex to obtain orders. Simultaneously, the company’s management activated the efforts to expand the geography of the sales to reverse the decline of income, which previously came mainly from the CIS countries. Also there was adopted a strategy on improving relations with businesses that require servicing and repair of transformers.

Previously, the enterprise didn’t have any special tools to manage all phases of sales and service, so the top management of "Zaporozhtransformator" decided to implement a customer relationship management system. While choosing the right tool several options were evaluated: to use CRM-module of ERP-systems Microsoft Dynamics AX 2009 or SAP R/3, or implement stand-alone CRM-systems, Terrasoft or Microsoft Dynamics CRM.

Preference was given to the implementation of CRM on Microsoft Dynamics AX 2009 platform. Since 2005 the "Zaporozhtransformator" used an earlier version of this system to manage core business processes. The ability to add the necessary functionality and the prospect of using other features of the new version played a major role in choosing the platform. Since the project involved a complex transfer of existing modifications to the new version, the confidence and positive experience of cooperation with Innoware was important factor of making decision about implementation. Customer’s knowledge of project management processes, implementation methodology used by Innoware significantly reduced the impact of organizational risks to the project.

In the first phase of the project the transition to a new version of Microsoft Dynamics AX took place. During this phase previously made modifications were analyzed in order to exclude duplication of functions, already represented in the new version. In the next phase of the project CRM classical functions (centralized contractors database, sales cycle, the contacts history, integration with the mail server, etc.) were implemented, as well as additional functionality added. For example, complex counterparty directory and transformers service sites directory has been developed. In addition, it was decided to implement a sophisticated management reporting on sales, service and other areas affecting the CRM.

"This project perfectly shows how you can effectively implement a customer relationship management system on ERP platform. We are facing the fact that companies often understand not only the classical functions of contact and sales management under "CRM" term. When we examine what they have in mind, it often turns out that the use of its CRM-module of ERP to meet the client’s desires has more advantages rather than implementation of a stand-alone CRM-system"- says Vitaliy Kurdyumov , partner and director of business development, Innoware. As the result of the project information on contacts, contractors and their history of relationships was consolidated. It became much easier to get large amounts of summary data of the reports. Foreign representatives of the plant work with CRM functionality as well.

Maxim Guzhva, CIO of JSC "Zaporozhtransformator": "We are glad that together with our colleagues from Innoware we managed to reach two goals. The main one is to implement tools for managing sales and service, and the auxiliary one - upgrade to Microsoft Dynamics AX 2009. In the future we see a number of projects to improve the manageability of the enterprise with the help of the new version’s functionality. For example, we plan to implement budgeting and workshop management. Also, we're going to extend the system to other companies in our group of plants. Thus, we have already commenced on replacing 1C to AX 2009 in Zaporizhia Cable Factory. "