MR Group has automated sales and service processes in a CRM system based on the BPMSoft constructor – the technological core of the low-code platform of the IT company LANIT Omni (part of the LANIT group). The new client solution was created in eight months by the leading Moscow developer’s own analysts with the support of the vendor’s team.
The transition process started at the beginning of 2023. For four months, MR Group analyzed the software products on the market. As a result of the audit, the BPMSoft designer was selected. The solution fully meets the challenges of managing a large number of processes of MR Group, which works with many contractors and counterparties to implement projects in both residential and commercial real estate. Therefore, the CRM system is the cornerstone of the developer’s entire IT infrastructure.
Vadim Proshin, Deputy General Director for Information Technology, Digital Development and Transformation, MR Group:“When choosing a CRM, our company deliberately refused to consider “boxed” solutions, because the logic embedded in them could limit us. Combining the deep expertise and understanding of our team’s sales processes, as well as the functionality of the BPMSoft core, we decided to put initially correct logic into the work of the MR Group sales system. When creating the product, we compiled its complete documentation, so we can transform various algorithms at any time to suit new business tasks. It is important for us to create a developed sales system in order to meet the challenges of both internal and external clients throughout the entire project implementation cycle.”
In addition to the unique sales process, the new system implemented more than 50 integrations with both internal and external services of MR Group.
The new CRM provides the opportunity for omnichannel interaction with the client, in the future – in 24/7 format. Regardless of the point of contact – website, mobile application, call to support, correspondence in a chat bot, visit to a sales office – the history of requests is recorded in a single digital user profile and updated throughout the CJM.
In total, the company's portfolio includes 900 licenses for the BPMSoft constructor. MR Group has already thought out a platform roadmap for the coming year, a backlog has been formed, and is constantly working to develop the functionality of the system and improve the customer experience. In the future, the company plans to increase the efficiency and speed of sales through more detailed and personal customization of the Next Best Action or Next Best Offer algorithms.
Yuri Vostrikov, General Director of LANIT Omni: “When creating a long-term IT strategy, large customer-oriented companies such as MR Group are looking for a process system that can evolve with the business. Our low-code platform BPMSoft provides flexible adaptation to the individual needs of clients and customization in accordance with their unique business logic.”
Material provided by LANIT
low-code – low code
Recent Comments