“G.R. Agro transfer all customer relations into digital format”
Every elevator company strives to provide the most comfortable service for its customers – depositors and traders. We at G.R. Agro came to the conclusion that today only the technical part of the elevators had to be improved. Digital transformation in agribusiness is not just a specific project. Today it is a synchronous movement towards a common goal, as agriculture is forced to change under the influence of external and internal factors. The company’s first IT product is a program that combines grain suppliers, elevators and buyers into one system. How it will be, said Chief Operating Officer G.R. Agro Artem Rempen:
How does the program work in the elevator?
“We have implemented an ERP system, which implements a CRM / SRM system (customer and supplier relationship management), which works for both purchase and sale. At the same time, we have expanded the functionality of the system to have full electronic contact with our customers. First of all with suppliers, further we will already implement with buyers».
Entering data into the accounting software (ERP-system) begins from the moment of negotiations with farmers. Thus, managers, understanding the situation from a particular supplier, get the opportunity to buy a certain amount of goods with all possible options for the supply of grain – from the field, from the elevator, according to the census, and so on.
The CRM system we implement in our elevators helps bailors keep track of all the information about their grain, from the movement of the machine through the elevator to the amount of grain stored at the plant.
When a car with grain arrives at the G.R. Agro, after conducting basic analyzes, the laboratory enters the data into a single electronic system to which the supplier has access. Accordingly, the supplier online can track when the machine entered the elevator, with what quality indicators were the grain, which gross and packaging of the car.
“To completely eliminate the influence of the human factor, we have also introduced a contactless scanning system. The car, starting from registration at the gate of the elevator, goes through a total of 5 stages, where it is scanned, time is recorded, and some result of this action is recorded. For example, at the entrance is the time when the car hit the elevator, how long it stood in line. Next, the samples are taken, respectively, you can track how much time has passed between the checkpoint and the laboratory. He received tests, knows how long the analysis lasted and saw the basic indicators of the analysis, and so on.”
All this allows farmers to control the entire process of passing the car with its grain through the elevator. In addition, the owner of the goods gets the opportunity to control their own or hired employees, including drivers, which eliminates the possibility of fraud on their part.
“If somewhere at some stage the supplier started to worry, for example, the tests did not coincide with those he did on his farm, or some weight problems, the farmer informs our manager, we can stop the car at some stage so that the owner of the grain could find out all the circumstances. We have already had cases where the supplier saw that there were problems with the weight of the cargo. As a result, it became clear that in the process of delivering products to the elevator, part of the grain was dumped in it.”
All information about the baler’s grain remains in the electronic cloud. Farmers can return to the information, for example, two months ago and, in case of disputes, look at the data on a particular car.
The next step in implementing this program will be to create many chatbots in any messenger, through which the farmer generates a request and quickly receives the information he needs. For example, he will be able to see the rest of his grain in the elevator, and for this he will not need to call an accountant.
“I clicked on the button and the information was automatically downloaded from the ERP database. He saw that he had left, for example, 200 tons of such products and 100 tons of such. He can plan his sales or, for example, just be reassured that this grain is available. The elevator can confirm the presence of grain to him at least every 5 minutes.
The company stays in touch with the customer 24/7, while managing appeals and automating service regulations, following the inherent system of business processes. Thus, the farmer can control the whole process from the acceptance of the elevator for storage of goods to the sale in real time.
“I will give another example. When we buy grain from a farmer in the field, the manager through the mobile application in this system enters the data on the cargo, they come to the accountant of our company, she prepares the primary documentation and sends it online to the accountant of the farmer. Previously, this whole procedure of communication between the two accountants took several hours, now – a couple of minutes. We have automated the routine processes of the sales department and become closer to our partners.”
How is security of access to information in the system ensured?
Every user who works in the CRM system of G.R. Agro, registered at the start. This happens either when concluding a contract, for example, for the supply of grain, or a contract for storage, and so on. The person undergoes authentication, verification of the authenticity of the identifier presented by the user.
“We know that this user is a specific person, he registers on his phone number, under his password, only he knows this password and no search will give it.”
Each customer can see the information only on their cars and their grain. Access to third-party data from the client is closed. All information is on the leased server of our company.
“A cloud storage company guarantees the security and confidentiality of system users’ data.”
How the system will develop?
As already mentioned, the first stage of implementation of the CRM system in G.R. Agro is to establish interaction between the company’s elevators and farmers.
Further, the circle of participants in this system in the company will expand.
“The idea is to organize some information field for farmers and participants in the procurement market, traders and processors, and so on. This will not be a trading platform. Just traders, being in this system, will see that, for example, in such and such our elevator available for sale 10 thousand tons of wheat – 5 thousand tons from farmers, and 5 thousand tons from another trader, and so on. This will allow us to be more open and sell products faster at reasonable prices.”
The second stage of implementation of this program is planned for next season.