Gazpromneft Tyumen

Pushmin Anatoliy Vladimirovich, general director of JSC Gaspromneft-Tyumen:

Today we can provide operative impact on the course of each transaction, control and correct managers actions, have the ability to decipher any rate to a specific contact, person in charge, document. Thanks to the implementation CRM-system we can react as quickly as possible on customers treatment. Analyst reports, we are generating on a full and comprehensive information about client will allow us to effectively manage the Company, to build the most successful strategy of relations with our customers.

Project of implementation 1C: CRM was implemented in the framework of standardization program for oil products business and was a continuation of the project Improving the efficiency of wholesale, small wholesale and retail sales in which was developed necessary methodological framework and terms of reference for the implementation of united accounting policy.

Project implementation was to enable companies to standardize and unify NGOs product sales processes and customer relationship processes.

Pilot implementation conducted in Gazpromneft-Tyumen wholesale department.

Gazpromneft-Tyumen is one of the leading sales enterprises of Gazpromneft and her official dealer in Tyumen region. Enterprise function include wholesale and retail sales oil products through net of gas stations and oil depots; sale fuel in transit from the Omsk Oil Refinery; fuel storage; laboratory quality control of petroleum products; related services, etc.

The company operates net of 100 gas stations and 5 oil depots in Tyumen region and it Tavda city of the Sverdlovsk region.

For effective operation of the company required an information system which allows solve following tasks:

• Building long term relationships with customers;
• Increasing efficiency of oil products wholesale
• Internal business-processes and informational flow management

Company ITSK was chosen as automation partner. 1C-Rarus, which have large experience in work with corporate customers, including CRM field, was chosen as subcontractor. The basis of the information system was a typical product 1РЎ:Sales management and customer relationships (CRM).

As the result of the project client received following benefits:

• United database of customers with detailed contact information, full story of relationships (earlier only completed transactions were fixed) and analytics on each customer;
• Possibility of sampling by various rates of targeted customers groups
• Excluded losses and repeated information input, duplicate actions by managers of customer services;
• Automated core workflow processes of contractual work: single contract register and archive, single reference of contractors;
• Created reasonable motivation system on basis of manager activity analysis by different non-financial rates (amount of phone-calls, meetings, invoices);
• Expanded marketing possibilities on data gathering and analysis about customers and competitors;
• Created geographically distributed CRM-system, allowing consolidate information about branches activities in central office.

While working with CRM-system reported following results:

• Less than 1 minute takes search of customers information, history of relationships and transactions;
• Decreased on 50% time on generating contract with customer;
• Employees activity report generating speed doubled;

System has been successfully replicated and put into operation on other petroleum products companies GazpromNeft in Moscow, Omsk, Kemerovo, Barnaul, Krasnoyarsk, Novosibirsk, Chelyabinsk, Ekaterinburg, Yaroslavl, Noyabrsk, Kaluga, St. Petersburg.

For creating geographically distributed system has been used mechanism of distributed knowledge base.

General director of JSC Gazpromneft-Tyumen Pushmin Anatoliy Vladimirovich estimates results of project:
Previously, employees spent much time on routine operations (filling in forms, duplicate information in different systems) that often led to errors. After all, the same customer can speak with us as a large wholesale buyer and as retail. Now client is logged into the database as a contractor for all locations and, thanks to subordinate directories created, endowed with different characteristics. Thus disappears confusion, and the whole picture of the relationship with the client becomes transparent at every stage of interaction.
Today, we can provide operative impact on the course of each transaction, control and correct actions of managers, are able to decipher any rate to a specific contact, person in charge, document.
Thanks to implementation of CRM-system, we can quickly respond to customer requests. Analyst reports, which we generate on a full and comprehensive information about the client will allow us effectively manage the Company, build the most successful strategy of relations with our customers.

Information about Gazpromneft-Tyumen

Gazpromneft-Tyumen is one of the leading sales enterprises of Gazpromneft and her official dealer in Tyumen region. Enterprise function include wholesale and retail sales oil products through net of gas stations and oil depots; sale fuel in transit from the Omsk Oil Refinery; fuel storage; laboratory quality control of petroleum products; related services, etc.

The company operates net of 100 gas stations and 5 oil depots in Tyumen region and it Tavda city of the Sverdlovsk region.