Successful case of CRM implementation in an IT company

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As a result, the management decided to create the entire IT infrastructure from scratch. It was necessary to organize a single entry point for information, build an end-to-end business process for servicing an order, fully ensure integration with external systems (bank-client, booking system, etc.). Among other things, it was necessary to work well with the company's personnel to implement the concept of a universal agent.

Having analyzed the proposals, ATH Business Travel Solutions chose the Microsoft Dynamics CRM system. June 2005 became the starting point of the project. First, IT consultants conducted an audit of business processes and the BTS customer base. This took 2 months. The result of the first stage of work were the key provisions of the CRM strategy, which allowed:

conduct segmentation of the client base;

define a CRM policy for each segment ;

develop models of service sales and order processing processes;

Enter the category of the complex order.

The second stage was devoted to the implementation of the CRM system and its integration with the global booking network GDS Amadeus. This allowed to speed up the procedure of ticketing and hotel booking. And integration with the financial application existing in the company made it possible to issue invoices for services more quickly.

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Currently, thanks to the implementation of the project, the travel agency has adopted a new standard of customer service, increased efficiency (employees' workload is distributed optimally), and reduced internal costs. Most of the standard and routine procedures are now performed by the CRM system, so the level of employee employment has decreased.


The company "Abis-Soft" is a developer and supplier of accounting systems based on the software products "1C:Enterprise 8". The company proclaims its own mission as increasing the efficiency and competitiveness of its customers' businesses through the use of modern information and management technologies.

Abis-Soft started implementing a CRM system in its company with the aim of creating a unified information base for working with clients, gaining a competitive advantage in the market for automation of accounting and management (due to an increase in the level of service). Analysis of the market for customer-oriented technologies helped to choose the Russian 1C:CRM system.