A Bulgarian outsourcing company, specializing in the provision of accounting services, turned to us for help in establishing working interaction with customers.
Their main purpose was to centralize and automate the process of receiving documents from their customers. Monthly, the outsourcer received the accounting documentation through different ways: e-mail, couriers, and regular mail. This procedure caused a lot of inconvenience to both parties. They failed to keep and monitor the financial and tax reports as efficiently as customers wanted. Difficulties in privacy protection and financial control used to happen. The lack of access to online accounting slowed down the process of circulation of documents. Consumer confidence fell.
A CRM system along with a convenient customer portal has been developed for the company. Each customer of an outsourcing company received access to a personal account which gave an opportunity to download accounting documents, divided into types. All operations, like: generation, verification and submission of reports to the tax service; reconciliation with the FTS for debts; calculations of contributions and salaries, etc., - came to be carried out almost instantly.
The functionality of the CRM system also includes integration with the Bulgarian payment system and automatic invoicing. At present, customers pay the outsourcer bills online in the customer portal. All information on invoice payment is automatically transferred to the CRM system, promptly generating relevant financial statements.
Thus, due to the CRM implementation in the workflow, the customer received an opportunity to have a unified place where all accounting reports for all the customers are collected. The customer forgot about manual invoicing and checking of the payment. He got an opportunity to quickly respond to customer requests. The functionality of the service is designed to carry out accounting operations, considering the time factor. Due to the stable and transparent scheme of the customer portal and possibility to check the state of affairs at any given time, the Customer’s client base increased by almost 40% in the first six months of using SalesIntegra CRM.
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