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Introduction of a CRM system for a transport association
Brief description
The aim of the CRM system for the end customer is the representation of a 360 degree view of their customers and prospects for optimal planning, control, documentation and analysis of all measures and activities in the areas of marketing, sales and customer service. PTA supports the customer with the introduction of Microsoft Dynamics 365 CRM, makes adjustments to the standard software, implements new features and develops interfaces between the CRM system and the customer's existing systems. The application operates in the Microsoft cloud and integrates various customer-facing inventory applications.
Supplement
PTA supports recording the domain processes and documents these in BPMN diagrams. Based on the BPMN diagrams, the technical requirements are defined by means of user story descriptions and agreed with the customer. In addition to the customizing in the CRM system, features are also implemented programmatically that can not be mapped by means of adjustments. Furthermore, various interfaces (customer portals, point programs, variety key systems) are provided or consumed by means of restful services.
Subject description
The CRM system is intended to provide the cross-divisional database for establishing and maintaining long-term customer relationships and serves to systematically design customer relationship processes. The marketing department uses the CRM system in the context of marketing planning, target group selection, campaign management, response capture, success monitoring and a 360-degree view of B2C customers. This also includes point programs for B2C customers as well as coupon promotions. The Sales department uses the CRM system as part of quoting, lead generation, appointment / task planning and a 360-degree view of B2B customers. Especially in the mapping of B2B customer processes in the context of public transport common JobTickets and KombiTickets.
Overview
- Industries traffic / transport / logistics
- Specialist tasks BPM: process design, campaign management, Customer Relationship Management (CRM), customer segmentation, Lead Management, Marketing, Opportunity Management, sales and distribution, sales support
- DV tasks standard software launch
- System environment Cloud Computing, Internet/Intranet, standard software: CRM systems
- Procedure model agile software development
- Development/ test tools Azure DevOps, MS Team Foundation Server TFS, MS Visual Studio,
- Standard software Microsoft Dynamics CRM, MS PowerBI
Project start01.01.2018
Contact
PTA GmbH Head Office
Weberstraße 2-4
D-68165 Mannheim
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