The introduction of a new business process unfamiliar for Russian retailer’s stores to support sales of products falling outside the main range was the background for the system development. The need to plan and automate the work of several company’s business divisions (such as a trading house, a central distribution warehouse, stores and a call-center) simultaneously within the new business process was particularly challenging.

The following works have been performed within the project:

• The analysis and planning of the new business process have been performed in cooperation with the Customer. Detailed process diagrams and status transitions of the Customer’s orders being processed have been finally obtained. All results of the analysis have been presented as strict requirements for subsequent development;
• The system modules have been developed and the necessary integration with related stock accounting and cash systems has been performed;
• The documentation has been prepared and the Customer’s key personnel has been trained;
• The system has been completely tested and the pilot and commercial operation has been launched;
• The following support has been provided to the Customer:
  • In system start-up and pilot operation
  • For 2 years of system operation.

The following functional modules were developed:

• Stock and Material Management
• CRM and order execution system:
  • Customer database
  • Order creation and execution
  • Control order process flow
  • Monitor order execution status
  • Notification of violation of order processing rules/durations
  • Customer SMS-messaging (order details, completion status, etc.)
• Integration with relating business applications:
  • Cash desk
  • Stocks accounting
• Data Analysis and Reporting:
  
  • Management reports: stock balance, active and completed orders, violation of order processing rules/durations, non-performing orders, etc.
  • Accounting Russian-specific reports
  • Graphic representation of key business indicators
• Other internal service modules

The system has been successfully implemented and used in the retailer’s stores since the beginning of 2015. 48,000 orders have been created and processed in the system since its launch; more than 1,000 items are stored in the program stock module, and the customer database of the system contains around 96,000 people. Besides, the system supports work of more than 1500 employees in 10 regions of Russia.