Business Applications

on Microsoft technology

Innovation | Passion | Performance | Success

The partnership dates back in 1997 and has helped TotalSoft gain the

highest competencies for solutions such as CRM, BI, Data Platform,

Application Development, Application Integration, Sharepoint and

Document Management. In Romania, 20% of the companies listed in "Top

300" are using TotalSoft’s solutions developed on Microsoft platform.

The reasons that recommend us as one of the most important Microsoft

solutions provider are:

èAdaptability - the power to develop beyond standard product

functionalities according to clients needs;

èExpertise - highest number of CRM implementations on the

Romanian market;

èReputation - selected by international clients to deliver complex

solutions;

èPortfolio - own products based on Microsoft technology

During 15 years of partnership, the company has continuously expanded

its competencies and currently develops solutions on a comprehensive

suite of technologies including CRM, SharePoint and Business Intelligence,

both on-premise and on-demand (SaaS) in different activity fields:

services, constructions, medical, automotive, retail and distribution, oil &

gas in different sectors: services, constructions, medical, automotive, retail

and distribution, oil & gas.

Our solutions developed on Microsoft technology can be seamless

integrated with Charisma ERP and with any type of ERP solution, providing

also native integration with Microsoft SharePoint (Document

Management).

The only RomanianMicrosoft Gold CertifiedPartner in CRM

èBased on Microsoft Dynamics CRM technology, provides consolidation of

all information about a company’s partners, regardless of the industry they

serve.

èIncludes three components: sales, marketing and customer support;

èSales, marketing and customer support processes are inter-connected via

CRM functionalities and streamlined in order to develop and maintain

customer loyalty, increase revenue, deliver consistent and high quality

services and finally to assess clients that need to be focused on.

CRM Partner

and Customer

Portal

CRM

èEnable easy integration of data from Charisma CRM, Charisma ERP or other

existing systems, such as: contact information, financial information,

dedicated marketing campaigns, customer and partner’s interactions

(tickets, incidents, complaints, sales or service requests), partner related

activities etc;

èvisibly increases communication and efficiency in the B2B, B2C scenarios;

èdelivers:

èpowerful information-sharing and collaboration tools that foster

teamwork and improve performance

èoptimization of the operational effort and reduces internal costs

èexceptional flexibility

Medical

CRM

èIncludes the same three components:

èSales

èMarketing

èCall Center

èPartners’ information related to addresses, subscriptions, services, etc. are

published from Charisma Medical Software in Charisma Call Center, through

standard modules;

Collection èIntegrated and comprehensive solution for all major activities involved in

managing debt collection, repossession procedures, in addition to remarketing.

èIncreases process efficiency for collecting debts from delinquent customers,

ultimately increase your company’s cash balance and decrease the costs of

managing your customers’ receivables.

è

èreduces the analysis time and increases the efficiency of the collection

associates through an efficient ticketing system - debtor identification,

grouping debtors based on delinquency level and creating delinquency

tickets;

èoptimizes the operational effort and reduces the internal costs through the

elimination of manual labor, both expensive and time consuming, needed for

managing invoices and communicating with customers with debts;

èdecreases customers' debts, optimizes the profit and increases the cash flow

through a quick and structured process of debt collection;

èdecreases the value of DSO (Days Sales Outstanding) indicator by decreasing

the average number of days needed to turn the debts into cash.

è

èallows for the optimization of the management for recovering any type of

damages;

èprovides process and information continuity during the legal procedures,

ultimately decreasing the damages and increasing the profit opportunities for

the financial institutions;

èprovides maximum flexibility in the file management by seamless integration

with Charisma ERP or any other financial asset management system;

èdecreases the analysis effort by using a complete and real-time view of each

active file status;

è

èoptimizes the management of the collected assets, as well as the additional

penalties the consumer must pay in order to cover the seller's repossession

costs;

èdecreases the damages of the financing company through consistent and

real-time updated view on the financial situation of the required contracts

and repossessions;

èoptimizes the operational flow and automates the accounting records by

recording each expense associated with the repossession, maintenance and

repairs during the life of the asset in the management of the company and

these expenses automatic accounting;

è

èbrings the benefit of an integrated solution for a complete and advanced

management of the entire flow of repossession and collected assets resale,

and eases the remarketing efforts by positioning the product for sale or rent,

and stimulating the demand by adapting it to the market changes;

èimproves the loading and sale process by efficient and fast management of

assets delivery-receipt reports, sales invoices and object reservations;

èoptimizes the operational activities by a high-performance system for

notifying each representative in the process of sale and management of the

collected assets (inbound, outbound, booking expiration);

Collection module:

Legal module:

Repossession module:

Remarketing module:

Cost

Control

èSuite of independent applications (eExpense Request Approval, eProcurement,

Supplier Contract Management) that can be seamlessly integrated with Charisma

ERP or any other enterprise resource management system (ERP).

èEmpowers companies that seek to have access and control the administration flow

of operational costs and provider contracts.

èImproves the relation with the suppliers due to the transparent communication

and a “best offer” selection process.

èthe optimum solution for tracking, controlling and streamlining a company's

expenses;

èThe main tools used are the expense budgets, the ordering sheets, the

processes and flows for approving the expense requests, the possibility to

consult the internal inventory;

èdecreases the time needed to create the expense budget, via a user-friendly

interface and/or by integration with an already configured ERP system;

èoffers transparency and quick access for all the company's employees by

posting the requirements that appear and centralizing them; implies the

removal of human resources allocation for this procedure;

è

èfacilitates the management of purchasing, contracts and renegotiations with

various partners, in the safest and most appropriate way, regardless of the

strategic approach of the company;

èprovides a quick access to potential or current providers through the

management and querying of a partners database;

èan optimum platform for opening bid type actions, for a determined period,

by inviting the providers with the best offers to compete for the final

selection;

è

èthe solution required for tracking the complete life cycle of a purchasing

contract, from creation and signing until concluding;

èincreases the compliance and eliminates financial risks through rapid access

to a tool where "learned lessons" can be stored, and in time, helps the

company define and observe a series of policies and rules (such as "do not

sign contracts where penalties are above a certain threshold");

èeExpense Request Approval module:

eProcurement module:

Supplier Contract Management module:

Office

Automation

èService dedicated particularly to suppliers, which simplifies the tracking of

projects, streamlines the resources involved in their execution and maximizes

revenues associated with contracts concluded.

èStreamlines and automates the billing and collection cycle under timesheet hours,

manages documents of interest and provides support in management decisions

based on metrics and performance indicators.

èTime & Expense Management module: automate the collection, validation,

approval, billing processes or any other information provided by the employees

regarding the worked hours, in a project-oriented business.

èProject Management module: solution dedicated to project management that

targets the tracking, assessing and improving all the operational activities within a

project.

èResource Management: schedules the company's resources by projects in an

efficient manner, by providing its best use, without doubling efforts and based on

the competence profile and skills of the employees.

èContract Management module: centralizes and manages the services' execution,

according to the agreed terms and conditions, immediately notifying any

deviation, thus supporting a professional, agile work environment, based on a

strongly customer-oriented culture.

èFinancial Management module: manages the operations and project execution

from the financial point of view, regardless of the type or nature of the concluded

contractual terms.

èDocument Management module: developed based on the latest technologies

from Microsoft, providing an easy to use and automation of the management

activity of any type of content, regardless of its format.

èOffice Analysis module: includes a set of reports that provide critical information

regarding the company's performance, from resource use to profitability per

customer, project, task, employee, team, department or company.

Call

Center

èAllows the company to contact clients from its data base in order to deliver

surveys or to inform clients on a certain situation such as: residual payment

amount, new rate payment possibilities, etc.

èApproaches three processes:

èClients assistance- offers a complete image on client’s history;

èCollection- generates, initiates and monitors specific actions;

èTelemarketing activities;

èNaturally integrates in user’s daily activities through native integration with

Microsoft Office solutions.

Success Stories

TotalSoft implements

Microsoft CRM at OMV Vienna

EconGas GmbH was created by a merger of its owners’ the capacity to answer promptly to client requests and

business-to-business natural gas marketing operations, also the flexibility.

effected by way of a multi-stage reorganisation. For EconGas, the project implied the substitution of the

Headquartered in Vienna and with an office in Linz, Siebel that covered only the contract and document

EconGas has been a strong and reliable partner for its management functionalities, with Microsoft Dynamics

Austrian customers since its inception. EconGas Italy was CRM 4.0 that includes additional functionalities for

formed in June 2005, and EconGas Deutschland in the tracking and optimizing sales processes and marketing

following November. Both of these foreign subsidiaries activities. The entire solution runs on servers hosted in

have enjoyed growing success. Another subsidiary, Vienna, but can be accessed by users from all European

EconGas Hungária was set up in January 2007.subsidiaries of EconGas. In that direction, TotalSoft

EconGas' target market is equal to 23 percent of total implemented the multi-language functionality, so that

European (EU-31) natural gas demand, which was 530 each subsidiary EconGas can access the application in the

billion cubic metres in 2006. language of its choice.

The collaboration with the Group OMV Petrom started in Moreover, TotalSoft ensured the development of

2007 with the implementation of Microsoft Dynamics interfaces with the SAP and Oracle applications existing in

CRM 4.0 within Petrom Gas. The successful finalization of OMV Vienna (that allows users access to complete

this project was the catalyst for the conclusion of a new information about the client) as well as the training of key

contract in 2008, also for the implementation of Dynamics users based on pilot version resulted from the

CRM 4.0, this time within OMV Vienna Group – more configuration of the application on the specific needs of

precisely within EconGas. OMV Vienna.

This project was awarded to TotalSoft following a rigorous The collaboration with OMV Vienna is not finalized, this

selection process in which TotalSoft competed with local project being followed by another: the migration of

partners. The main advantages of TotalSoft taken into Microsoft Dynamics CRM from the 3.0 version to 4.0

consideration during the selection process were the version.

relevant experience in implementing this type of product,

The most complex portal in Romania

is developed by TotalSoft

based on SharePoint technology

Through the 40 companies that are part of the Group, policies;

Rompetrol has as its main activities the oil refinement and èRompetrol locations and a map of all gas stations;

its marketing, but it is also involved in complementary èOrganization hierarchy;

projects for exploitation, production, distribution, èForum;

industrial services, and industrial ecology in France, èMultimedia section: includes videos, radio and

Romania, Spain and Southern Eastern Europe. Also, photos of general interest. The employees need

Rompetrol is present on the air transportation and specific rights to post videos to this section

tourism markets. The entire activity is supported by over (functionality similar to YouTube);

5,000 employees in all locations. èInternal news - section updated continuously by the

Internal Communications department;

The reasons for communication difficulties between èWeather forecast;

different units and between employees came from the èEntertainment: an amusing section where one could

size of the company, the existence of many companies in post photos, jokes etc.

the group and its numerous locations. There was no èOnline library: contains articles, online books,

common platform that would allow all members of the reference templates, reports of different

organization to access relevant information, applications, departments, internal databases etc.

processes or human resources. èExchange rates;

èThe schedule of the meeting rooms: this section

The viable solution for such situation was the interacts with Microsoft Outlook and it allows a

development of a portal that would allow the Rompetrol calendar to be set up for the meeting rooms;

Group to reach the following objectives: a Web page for èCalendar: the section interacts with Microsoft

Rompetrol Group, specific pages for the units that are not Outlook and it allows meetings to be set up and

part of the core business, a structure that would allow for posted into the Outlook calendar;

future expansion and growth of the company and èOnline search engine;

integration capabilities with the existing applications. èAlerts: the standard alerts include changes in the

item list;

The solution offered by TotalSoft was a portal built on èLinks to external pages, i.e. to dictionaries and maps;

Microsoft Office SharePoint Server 2007 technology, èE-market: contains a list with announcements posted

available through the company’s intranet. The interface by users;

was customized based on the client requirements. This èE-rooms: for teams, team leaders, common calendars

has been possible due to the high flexibility for or department specific calendars;

configuration of the Microsoft Office SharePoint Server èBranding section: the identity of the company (logos,

2007 application. fonts, templates), the list for the promotional

catalogue, photo archives and case studies, social

The portal makes available to all its users the following responsibility projects;

data: èCommunication campaigns: radio and TV

èTelephone numbers: a user can search for phone advertisements;

numbers by applying different filters: name, role, èProject status: allows project updates and the

location, picture, phone number; visualization of the information by the users.

èEmployee profiles and the management of the

company; The portal ensures mainly the collaboration environment

èInternal documents: specific forms (template for by facilitating user communication (forums and blogs). At

vacation, payments etc.) or internal procedures and the same time, the portal allows the users to see who is

online and who is not. Regarding the document management, the portal ensures

One of the main requirements of Rompetrol was in the classification of the documents based on categories

respect to content management. The user access to the and taxonomies, taking into account the access rights

Portal data is controlled through access rights in such a specific to user roles.

way that they are allowed to access certain data, based on The portal developed by TotalSoft was integrated with

specific profiles. Moreover, the users need to be able to more applications, such as:

publish, update and delete information in their own èApplications containing public or confidential studies;

pages. Of course, all information in the portal is subject to èInstant Messaging application;

an approval process. èVirtual whiteboards;

èVirtual/Web Conferencing.

The world biggest car distributor

uses the CRM solution

implemented by TotalSoft

Toyota Romania is a branch of the multinational company and contacts management, the identification of leads, as

INCHCAPE plc, one of the biggest and oldest automobile well as the tracking of complaints were managed using

distributors worldwide. In 2007, Toyota Romania sales Excel files. Such an inefficient solution needed to be

counted over 10,000 units, an increase of almost 70% to replaced by a top business application with extensive

the previous year sales number. functionalities. Another argument for choosing the

Microsoft CRM solution was the fact that the necessary In January 2008, Toyota Romania became a national sales

reporting was very difficult and not accurate enough.and marketing company, directly related to Toyota Motor

Europe. Today, the Toyota network has 15 partners and 23 For the actual implementation of the Client Relationship

showrooms, of which 9 are of type 3S, having sales and Management system, Microsoft Dynamics CRM 4.0,

post-sales services, as well as spare parts. Toyota Romania chose TotalSoft. The decision to purchase

the 4.0 release of the Microsoft Dynamics CRM system An ERP system was already in place for the internal

was based on both the technical superiority of the operations of the organization, but there was a need for a

solution and on TotalSoft’s expertise in customizing and specialized software to manage the strategy for customer

implementing it; expertise obtained from previous satisfaction. The main reason was to maximize the

contracts when dealing with companies with most company value by gaining more clients, expanding the

diversified requirements for communicating with their client base, while retaining its high profitability. The

clients.Microsoft CRM tool presented itself as the suitable

solution. The solution satisfied the policy of Toyota – the worldwide

leader in the automobile industry – to maintain a client The setting up of a new department, Customer

relationship based on continuous communication, in Satisfaction, as well as the fast growth of the company

order to reach a high degree of client satisfaction through required an appropriate IT system. Beforehand, the client

anticipating and proposing solutions that fit their needs.

The implementation of this system aimed to make Thus, using the CRM solution from Microsoft, customized

available, for the user, the necessary tools to fulfill the by TotalSoft, Toyota Romania will be able to implement its

processes needed for the clients, as well as to manage the business strategies based on real information about its

internal workflows that would allow the increase in client portfolio and its clients issues and expectations.

efficiency of the Customer Service department. In that

respect, a major benefit of the implementation was that it

would provide real time information about the interaction

between the customers and the call center operators, and

it would also make possible complaint management.

After the implementation of the CRM system, the main

advantages were:

èManagement of the client, contact and automobiles ,

data;Oana Nedelcu, Customer Satisfaction Manager

èTracking potential clients and information about the Toyota Romania.

Test Drive requests that came through the website;

èManagement of client communications: tasks, phone Depending on the success of this project, scheduled for

calls, emails or faxes;completion in August, Toyota Romania will decide

èData import from post-sales files and their whether to continue the partnership with TotalSoft and

management;whether to also implement the solution for Toyota

èData import about Urgent Alerts and their Balkans in Bulgaria.

management;

èInterface with the SAP system using .csv files;

èImport of contacts/Test Drive information from the

website;

èCcase management;

èReports.

„For Toyota, total customer satisfaction represents our

primary objective, with all our efforts being directed to

that end. We wanted to implement the Microsoft CRM

solution in Toyota Romania in order to be able to better

manage our relationship with existing and potential

clients. With this system, we will be able to increase the

efficiency of the internal processes of our department and,

consequently, we’ll be able to offer better solutions in a

much shorter timeframe for every customer”

CRM at Raiffeisen Leasing

Romania & Bulgaria

Raiffeisen Leasing IFN SA, a member of the Austrian CRM at Raiffeisen Leasing Bulgaria

Raiffeisen Banking Group, has been operating on the Raiffeisen Leasing Bulgaria is a universal leasing company

Romanian market since 2002. The financing solutions operating through 17 branches across the country. The

tailored to individual requirements and quality services company also provides services through its Raiffeisen

ensure a prominent place among other Romanian leasing bank network (Bulgaria). The company’s principal

companies. activities include financial and operational leasing and

TotalSoft’s collaboration with the Raiffeisen group began other services associated with the management and

in 2005 when the Romanian software company has won leasing of movable and immovable property.

an international tender organized by the International The Raiffeisen Leasing Bulgaria project was a pilot project

Raiffeisen Leasing Austria for Charisma for implementation in branches in Albania and Romania,

ERPimplementation in subsidiaries of Raiffeisen Leasing and of course it required the implementation of other

Bulgaria and Albania. The implementation of the suite at integrated computer applications to ensure the entire

Raiffeisen Leasing Romania came later, in 2007, mainly management undertaken activities. Besides Charisma

because the business in Romania was active on a much Enterprise, Raiffeisen Leasing Bulgaria opted for Charisma

more complex and dynamic market. Collection, developed on the Microsoft CRM application.

The project with Raiffeisen Leasing Romania has assumed The key features offered are:

the Charisma ERPERP system implementation, but also èTracks the outstanding debts from customers on

the Charisma Collection application needed to manage Microsoft CRM ;

the debt collection process. Charisma Collection is èPursues customer arrears and debt collection

developed on a Microsoft CRM platform that provides the activities planned for a timeline that can reach 180

following features: days of delay in payment of the invoice;

èTracks the outstanding debts from customers on èDebt collection process automation, such as:

Microsoft CRM; èautomatic letters depending on the number of

èAutomatically retrieves customer data from the days remaining;

Charisma ERPsystem (data, contracts, bills èsms notification on outstanding invoices;

outstanding, schedule, articles of agreement, èAutomatically retrieves data about the Charisma

guarantee); ERPcustomers (data, contracts, bills outstanding,

èProvides a series of specific reports on efficient schedule, articles of agreement, warranties)

management of users and customers - to generate a èCalculates the arrears, including for the End Close

customized timeline, according to company policy contract type - schedule is followed on each line

and requirements (time at which the notifications via separately, on days delay;

email, letters, phone calls etc. are received); èCRM Portal based on Microsoft CRM platform, which

èEnables an efficient planning of the activities of debt allows the access to an unlimited number of users

recovery agencies; accessing the application Charisma Collection;

èProvides a clear and complete picture of the èDaily planning of the activities for visitors;

customer and its arrears, and the history of activity èRecording the responses received from customers.

with him.

EFG Leasing increases the efficiency

of debt collection with a CRM platform

provided by TotalSoft

EFG Leasing IFN SA, the Romanian leasing entity member

of EFG Eurobank group, is one of the main players in the

financial services market in the Balkans, being present,

apart from Greece through the parent bank, Eurobank

Ergasias, in Bulgaria, Serbia, Poland, Turkey, Ukraine and

Cyprus. In Romania, Eurobank EFG is the majority

shareholder of Bancpost, being specialized in various states Madalina Paraschiv, Operation Directors

fields such as leasing, insurance, capital and funds EFG Leasing.

markets.EFG Leasing used to manage its leasing core business with

Although its activity began in 2006, in just four years, EFG Charisma ERP, the solution developed by TotalSoft, which

Leasing managed to reach the top 10 leasing companies in is a Microsoft partner. TotalSoft’s product portfolio

Romania, due to its business type and orientation towards included Charisma Collection as well – the debt collection

complex projects and important values. EFG Leasing has application developed on Microsoft Dynamics CRM

become known for financing large companies, top players platform. Analyzing this application, it was proved that the

from various activity fields delivering financial products specifications of the solution met EFG Leasing’s

with high added value, such as equipment and facilities requirements, considering also the fact that the product

leasing for industrial development and modernization of was already used by some of the major leasing companies

manufacturing capabilities. Another area of excellence is active on the local market. The analysis also revealed that

the real estate leasing, where large transactions can be a development on the Microsoft Dynamics CRM platform

highlighted (some of them were green-field), EFG Leasing involved a great usability and advantageous price-feature

funding the project from the beginning of the contribution. Thus, EFG Leasing chose Charisma Collection

construction until the final necessary equipment (e.g.: and TotalSoft.

maternity, industrial buildings, hotels, shopping centers).

Today, EFG Leasing manages more than 1000 customers

and about 3,000 contracts. The company’s asset portfolio

was around 150 million euro at the end of 2010. claims Madalina Paraschiv.

Amid the emergent economic crisis in Europe, Eurobank’s Discussions on buying and customizing the solution were

management decided to adopt a prudent financing policy, held in late 2008, and in May 2009 Charisma Collection

and thus provide a greater attention to risk analysis and went into production. The project began with an analysis

payment behavior of customers. The economic analysis necessary to determine the specifications of the

prefigured an increase in payment delays and hence an application and type of data that were to be imported

increase in the debt collection activity, which would be from Charisma. The basic element was the definition of a

difficult to manage without hiring additional human customized workflow adapted to the internal procedures

resources. As a proactive measure EFG Leasing has of the company.

decided to implement a customer management and debt The CRM application is synchronized daily with the ERP

collection solution, designed to sustain this activity during one, the data being automatically retrieved during the

critical periods foreshadowed at the world’s economy night and made available to employees the next morning.

level. Also, an information system would have relieved the Depending on the financial data retrieved, the application

need to increase the company’s staff.

“At EFG Eurobank group level, the signals were

represented by claims that the debt collection process

needed to be reinforced by informatics procedures and

tools, our experience in the matter being relatively limited.

For example, by 2009 we had a single contract

terminated”

“Charisma Collection offered us two clear advantages: an

easy integration with the ERP application from where data

had to be retrieved and simplicity of use, being practically

a Microsoft product.”

automatically generates task-related sites in the collection èIncrease of visibility of the task volume allocated to

of debts. The task assignment is done manually by a each employee through activity reports. On this

Collection Manager depending on the availability and basis, the Collection Manager has access to the

workload of each employee involved in the collection workload of each employee and can redistribute the

process. load to avoid exceeding certain deadlines.

Notices regarding the allocation of tasks are received by

email in Microsoft Outlook, which is not yet integrated

into the CRM. The interaction with customers is

predominantly made by telephone calls in a preliminary states Madalina Paraschiv, Operations

stage whose aim is to information these on existing flows Director, EFG Leasing;

and obtaining a payment promise. After granting a èMaintaining customer history and other documents

resolution, the case is closed and the operator moves to related to this relationship and accessing it in a

the next task. simple and rapid manner by any employee;

If needed, customers are sent notices or warning letters èImproved relations with customers by getting real

through traditional communication channels (mail, fax). feedback from them about the existence of debts

The documentation of this activity is not stored in CRM before sending notices and warning letters. The fast

but by a dedicated file server, which can be accessed by customer contact allowed administrative problems to

the entire team. The management team has continuous be solved (bill lack or delay, for example);

access to activity reports and can make decisions èKeeping constant the cost of human resources. Using

regarding additional task allocation, types of resolution Charisma Collection management enabled the

applied or escalated cases. management of workload growing together with the

After implementing Charisma Collection, developed by team. Using the application has simplified the work in

TotalSoft on Microsoft Dynamics CRM platform, EFG such a way that each employee could handle a larger

Leasing achieved the project’s aim - owning a smart debt number of cases;

collection management tool. The project has brought the èFurthermore, due to process standardization, people

company benefits such as: from various departments were involved in the debt

èStructured management of the debt collection collection process;

process, by mapping a precise application of internal èFast adoption. Developed on a Microsoft platform,

business processes and carefully monitoring each Charisma Collection offers a pleasant experience, the

phase. Using Charisma Collection allowed obtaining user interface being specific to Microsoft and

an overview of consistent activities and decisions. therefore well known. This ensures a short training

period, and a high user degree of adoption. The

application has become a platform for

, communication among employees, thus increasing

states Madalina Paraschiv; the cohesion between them.

èIncreased control over the debt collection process by

providing the management team with access to Following these benefits, EFG Leasing planned the

detailed information on customer interaction and expansion of the Charisma Collection functionality

intervention on this process in case of escalation. through the implementation of two additional modules:

With Charisma Collection, the company’s èLitigations Module - module dedicated to the legal

management has obtained an accurate tracking of department and pending litigation files management

tasks of each employee; (insolvency and bankruptcy, foreclosure in case of

èIncreased employee productivity through a faster terminated contracts etc.);

access to information on customers and their history èContentious Module - mode dedicated to asset

with EFG Leasing; recovery afferent to terminated contracts, track of

èError elimination through automatic processes and records entrusted to recovery companies and

electronic workflows support. Using CRM has subsequent administration of properties recovered:

ensured the maintenance of internal procedures and reception minutes, remarketing good information.

eliminated human errors inherent in working with

paper documents;

“Using Charisma Collection has allowed us to

balance workload on people and thus to increase

productivity and efficiency of the debt collection

process”

“Charisma Collection has provided us with a

structured management of the entire debt collection

process and also a correct customer information”

Henkel obtained high flexibility

at low costs by using

Microsoft Dynamics CRM

It was therefore initiated a process to identify a new CRM Companysolution that would cover all flaws detected, but meet the Established in 1994 as a subsidiary of Henkel Austria (in business requirements at lower acquisition costs, 1998 Henkel Central Eastern Europe), Henkel Romania has implementation processes, fast customization and established itself quickly as a strong brand in the local development and flexible use of the application. Microsoft market, recorded in 2010 a turnover of approximately 560 Dynamics CRM in hosted version was the solution that million (about EUR 133 million ). Divided into three main would optimally cover the client’s requirements; the divisions - "Cosmetics / Personal Care", "Laundry & Home implementation process started in 2010 and was Care" and "Technologies Adhesives" - the company developed with the support of TotalSoft and Microsoft currently has a portfolio of over 30 brands and thousands Romania.of products, through a complex partners and distributors

system.Solution

Situation

For managing customers and partners, Henkel’s

"Technologies Adhesives" Division used a CRM solution

developed in 2005 for the subsidiary in Poland and later

implemented in several offices in Central and Eastern

Europe.

The constantly increasing volume of business, the Mircea Vlăștean, Business Controller Henkel partners and organizational structure system recorded Adhesive Technologies.over 15 years have determined Henkel’s "Technologies

Thus, Henkel identified with the support of TotalSoft, its Adhesives" Division in Romania has to feel the acute traditional Romanian partner and Microsoft Gold Certified limitations of existing CRM solution.Partner (2005), the opportunity to adopt Microsoft

At that time, Henkel Romania had difficulties in Dynamics CRM hosted in a Data Center. The hosted monitoring, controlling and evaluating the sales team version in a Data Center was the best solution to the because of the lack of user-friendly reporting tools. problem due to costs and fast development. Thus, the Moreover, the application did not include marketing tools, company obtained a decrease in purchasing costs, and thus, it did not allow a uniform treatment of the eliminating the need for infrastructure investment and campaigns conducted and a thorough analysis of the allocation of domestic resources in order to ensure rapid results achieved; moreover, it didn’t allow the delivery of the application, while the testing phase was development of a complaints management policy coming also reduced drastically.from end users and did not comply with standardized

The implementation, customization and development of procedures and flows required by the ISO certifications the adequate CRM solution were completed with the help held by subsidiaries of Henkel Central Eastern Europe.of TotalSoft, and was started in July-August 2010 and

divided into several stages.

Mircea Vlăștean, Business

Controller Henkel AdhesiveTechnologies.

“The acquisition and implementation costs were the main

problem. For example, we performed a comparative

analysis for a hosted solution versus a classical

implementation - the classical version, 35 CRM licenses

meant a substantial cost. If we add the necessary

hardware and infrastructure costs for an on premises

implementation we talk about considerable investment

efforts.”

“As the organizational structure has increased, the

personnel assessment needs have also diversified; so, the “We actually started this process by migrating the limitations of the CRM application arose really fast; our database, then by following a training period of two solution also lacked a module dedicated to marketing weeks during which our team introduced new customers campaigns and other important module for recording and to get used to new procedures specific to this operation; processing the complaints”then the process was extended to other fields. Te go-live of

the application was January 1, 2011, but we began to

work effectively with the new CRM in November 2010,

primarily because the system is extremely flexible and

friendly, taking advantage of Microsoft interface that is

very familiar to all users”

“This module will serve as a database to allow us access to

the complete history of any interaction with any partner/

client. Currently, the information about a complaint comes

to the end customer through various channels of

communication - e-mail, phone calls etc. - it reaches a

responsible, that is a salesman who takes over the issue,

analyzes it and decides which area of responsibility it

addresses - logistics, R & D, production, etc. - directs it to

the responsible, and after receiving the response, he has

to deliver the feedback to the end user. We want to

“The sales team performs their work according to implement a system able to track the entire flow - with

different types of activities, especially on-site meetings - deadlines, responsible within each department (who takes

part of the sales agents’ target is qualitatively related to the complaint, to whom the complaint it is directed, who

daily reports, presentations, promotions, new products, settles the complaint etc.), how it is solved - by the end of

offers and follow-ups. Through Microsoft Dynamics CRM, the loop. We hope that by the end of 2010 the module will

managers can quickly and easily get reports of various be fully functional.”

types - such as reports on types of activities: number of

meetings for product presentation, offering etc. or how

many new partners were introduced in a certain period.

We can filter and search for customers who haven’t been

contacted within a definable time. All these tools allow a

proper control over the activity of the sales team.”

“Choosing a hosted version of the CRM solution involves,

firstly, much lower costs. This is not a major investment,

nor a CAPEX budget, but a monthly payment for the

operating expenses. This choice eliminated the need to

promotional procedures, recipients, and especially their

responses. This development allowed an accurate

calculation of the response rate and profitability of the

Mircea Vlăştean. campaign.

In the first stage of the adoption, we were focused on The third stage of the implementation process was the

customizing the business sales team needs so that utilization of the Customer Complaints module. The

Microsoft Dynamics CRM could best meet all business module had to comply with all requirements and flows of

needs of our beneficiaries. Thus, in addition to the the beneficiary, which meant a serious development

customization of the data identification area, a effort.

mechanism for the automatic client differentiation on two

channels (business-to-business and retail) was built. We

also developed a system for the monitoring and

evaluation of activities of sales agents, based on the types

of activities performed by them, a system that provides

real time information on each of these activities and

allows fast access to the history of interactions with each

partner/ final client. We also added a system of alerts and

notifications for the sales team, which allows a more

efficient organization of their activities.

Mircea Vlăşteanu, Henkel Adhesive

Technologies Business Controller.

Results

Although the adoption process is still ongoing and

Henkel’s Adhesives Technologies hasn’t used Microsoft

Dynamics CRM for so long yet, there is a series of Mircea financially quantifiable benefits that the division has Vlăştean.already noticed:

The second stage of the process was the utilization of the

Marketing module of the application. Cost reduction

The savings recorded by the division come from many Firstly, all clients/ partners were assigned to different

areas; however, the fact that the company opted for a owners according to predefined criteria and a list of all

hosted version of the CRM drastically reduced the initial campaigns performed by the “Technology Adhesives”

investments.division was elaborated. There was a campaign underway

at that time – it implied contacting a certain category of

partners, for whom the company had created a system

that could check the tickets, and based on them issue

vouchers. The system allowed a precise monitoring of all

achieve considerable investments in the hardware

infrastructure.““The payment is done according to the number of users

accessing the application at a time. If you want to increase

or decrease this number it can be done very quickly, while

the payment is made for each change you have made.

Licenses once acquired cannot decrease the number of

users If needed - which, at present, can be a real risk if, for

example, is necessary to restructure your personnel.”

“An important benefit offered by Microsoft Dynamics CRM

was the reduction of the entire flow for approval, testing,

implementation, etc. which, in a multinational company, is

very complex, involving other issues such as corporate

security policy. Going through all these steps would have

meant, in addition to substantial costs a considerable

investment in time.”

“By hosting the application and database in a Data Center,

which provides maximum availability and regularly back-

up we managed to minimize risks without additional

costs.“

“The connection to the CRM application is achieved very

quickly and easily through a Web browser; the connection

is secure like a bank connection. Based on access policies,

users have their own profile, which allows them to access

only data that is considered relevant for their work.” “Microsoft Dynamics CRM is more flexible than the

previous application, and the access to information is

much faster and easier. The sales force is not a category of

end users with special skills in IT, so it is very important for

the system to be as friendly as possible and to provide

quick information. On the other hand, the possibility of

rapid customization allowed us to create a simple

interface that can deliver the information required.”

in infrastructure either.

Mircea Vlăşteanu.

Fast utilization of the solution

Just a month and a half after the startup process of

adopting Microsoft Dynamics CRM, users could effectively

use the solution ahead of the "go live" date with a couple

of months. The customization and development of the

Marketing and Complaint Management modules was very

fast, well below the time required for a similar on Reduced maintenance and development

premises solution.effort

Microsoft Dynamics CRM has a friendly and intuitive

interface, which ensures a reduced training period and a

100% adoption rate; it also enables the customization and

definition of specific templates, which means, basically, a

huge win: time, money and efficiency.

In the previous CRM application any change meant

contacting the developer, and thus, we had to pay for the

development according to the requirement’s difficulty, in High security level and redundancy addition to the maintenance costs. With the new CRM elimination application, most of customizations can be performed by

the internal administrator because the application is very

flexible - you can quickly add items on a form, you can

easily create reports, simple queries or database. Mircea Vlăştean. Because there is no such

infrastructure within the company, achieving this goal Improved employee productivity

would have required a high level of security and imposed The adoption and customization of the module dedicated

the need for quite an investment in this respect - a to the sales team, Henkel has very quickly gained control

dedicated server, with all afferent charges. By choosing over the activities of all sales agents, by quickly assessing

Microsoft Dynamics CRM the issued was finally solved - their performance. Due to subsequent developments, end

users could benefit from a solid support for their

activities, which provided a higher level of exploitation of

sales opportunities.

High flexibility

By using Microsoft Dynamics CRM, Henkel’s division

“Adhesives Technologies” benefits from the so called “Pay

as you go” payment method. The payment is done only

for the number of users accessing the application and not

according to a number of licenses bought based on previous estimations. This payment method allows you Mircea Vlăștean.change the number of users without making any change

Procurement Cost Control

for the Euroclinic Group

Euroclinic Group: Health services provider of top quality Back Office can be accessed only by the users of the

and establishment with two hospitals of high Purchasing department and the Financial department.

specialization: Euroclinic Athens and Euroclinic Pediatric. The users of the Purchasing department receive the

Expense Requests and they can manage them accordingly:

they can submit them to the Purchasing Committee, they

can transform them to Purchase Orders and they can

serve them through Internal Deliveries from the corporate

- Stefanos warehouses or initiate Purchasing Events (e.g. public

Papadimitriou, Chief Financial Officer of Euroclinic Group tenders).

The application in brief

èExpense Requests are submitted and approved by the

departments’ Supervisors;

èThe approved Expense Requests can be handled by - Antonis Mitsis, the Purchasing department;

Logistics Manager of Euroclinic Group èBudgets for all departments can be defined,

maintained and monitored;

èBusiness Reports are available to the Management.The Challenge

The Euroclinic health services group has two large hospital

Benefitsunits: Euroclinic Athens and Euroclinic Pediatric.

The day-to-day operation of such a large organization èIt simplifies and automates a complex process;

needs continuous purchasing of a wide variety of èIt enables the communication and cooperation of all

materials and services from a wide variety of suppliers. In the involved departments;

order to control all these purchases in terms of time, cost èIt reduces operational costs;

and transparency of the procedure, the group realized the èIt optimizes the productivity of the employees;

need to implement such an Information System. èIt provides complete overview of KPIs;

èIt improves the agility and competitiveness of the

company;The SolutionèIt provides a cooperative User Interface, oriented to

Euroclinic selected Charisma Cost Control software from the satisfaction of the needs and the targets of the

TotalSoft Hellas. This choice finally led to a Procurement organization.

Management Information System that provides complete

procurement management, from defining budgets to the To the Management it provides:

acceptance of the Purchasing Committee and the èReports for the basic figures of the company;

monitoring of the execution of every single purchasing.èReports from a high level to a very low level of detail

This system consists of two main modules: Front Office (drill down);

and Back Office.èComprehensive information regarding every

department;Front Office enables every user of the system to submit an

èDashboards, indications and notifications;Expense Request, according to his/ her role and activities.

This request can be approved by the Supervisor of the

For the user it provides:requestor and then it is forwarded to the Back Office in

order to be executed. èFriendly user interface;

èAutomation of trivial operations;

“The Cost Control application from TotalSoft Hellas

enables us to control the accuracy of our budget’s

execution any moment, from every aspect - per

department, per service or per time period.”

“With TotalSoft system we achieved to reduce both time

and cost of every purchase request’s execution, with

parallel improvement to the communication with our

suppliers, having also available automations and

validations that eliminate errors.”

èUse of data coming from third-party applications A large amount of the data included in the system’s

(ERP); screens come from the corporate ERP and for this

èAccess to various business reports. purpose integration on the data layer has been

implemented (e.g. regarding the data of the items or the

In terms of cost of ownership it ensures: vendors). In this integration’s framework, Charisma Cost

èEasy updates and upgrades, without the need of Control also provides data to the ERP, regarding the

coding and development; purchase invoices.

èConsistent maintenance.

Last but not least, the users of the Financial department

and the Management are provided with a series of TechnologyReports that analyze every aspect of the purchasing

èMicrosoft SharePoint Server;business procedure, in terms of operational costs as well

èMicrosoft Dynamics CRM 2011;as in terms of the financial benefit that can be achieved

èTotalSoft Charisma Cost Control;by any purchase.

èIntegration services with existing ERP system.

The system produces automatically all the required

documents (e.g. Requests for Quotations) and it can be

updated regarding the offers from the suppliers through

the import of the same electronic documents when they

come back filled by the suppliers. According to this data,

the comparison between offers can be facilitated. Every

request can be managed as a whole or per line (i.e. per

requested item).

The users of the Financial department can manage the

budgets of all the departments and they can monitor the

execution of these budgets. The maintenance and the

update of these budgets can be manually through the

User Interface of the application but, due to the large

scale of details that are required by the corporate

accounting system, there are so many budget lines that an

import mechanism for the related Excel files is required

and the system provides this mechanism.

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