A conversation with the RAO sales team
About RAO
RAO d.o.o. is a member of the Best in Parking AG Group Austria, a leading developer, owner and operator of parking and mobility infrastructure in Central and Southeastern Europe. With more than a quarter of a century of commitment and professional work, RAO is a leader in the Croatian market of creating customised solutions, modular software systems for traffic and parking management, as well as sophisticated electronic ticketing, validation and visitor management solutions.
Best in Parking has recently acquired RI-ING, a specialist in smart client applications, mobile and web platforms, and parking enforcement solutions used across over 60 cities. Following the acquisition, RAO has fully absorbed RI-ING into its own operations, bringing the two Best in Parking subsidiaries together under a single business – with RI-ING ceasing to exist as a standalone company. This strengthens RAO’s position as a comprehensive provider of digital mobility solutions, from physical infrastructure through to data analytics and automated monitoring.
Challenge
RAO was managing their entire sales operation through scattered files and folders. Sales people had limited visibility into critical customer data, making it very difficult to close deals with confidence or renew contracts efficiently. They needed a system that could support not only their growing operations but also bring together the newly integrated teams under one unified model.
Solution
CS Computer Systems implemented Creatio CRM to automate the complete quote-to-cash process, from initial customer contact through contract renewal. The system now handles everything in one place and was instrumental in integrating all sales operations under the RAO brand.
Results
RAO now has full control over their sales pipeline, with automated offer and contract generation, integrated email tracking, and pricing tailored to each customer’s needs.
Managing parking, one customer at a time
RAO provides parking management solutions across the region. Their business depends on strong customer relationships and timely contract renewals.
But as they grew, their manual processes couldn’t keep up. Sales people stored customer information in separate files. Contract data lived in one folder, pricing in another, and email conversations were scattered across individual inboxes.
“We were losing track of renewal dates,” one team member recalls. “And we had no easy way to see what pricing we’d offered different customers in the past.”
When manual processes break down
The team knew they needed a better system. Every quote required manual document creation. Every contract renewal meant searching through old files to find previous terms. And when a sales person went on holiday, no one else could easily pick up their accounts.
“We spent more time looking for information than actually selling,” says a member of the RAO team. “And we were missing renewals because we simply didn’t have a reminder system.”
The lack of a unified view meant opportunities slipped through the cracks. Customer conversations happened over email, but there was no central record. When a prospect called asking about their quote from three months ago, sales people had to dig through their inbox hoping they’d find it.
RAO needed a system that could handle their complex pricing structure, which varies by season and customer. They also needed something that would actually get used by the whole team.
Finding the right solution
CS Computer Systems recommended Creatio CRM, designed specifically for quote-to-cash processes.
The implementation focused on what RAO needed most: getting all their customer data in one place and automating the repetitive work that was eating up their day.
“CS took time to understand how we actually work,” the team says. “They didn’t just install software and leave. They built it around our processes.”
The project covered the full sales cycle. Accounts and contacts now live in the CRM. Quotes are generated automatically with the right seasonal pricing for each customer. And contracts flow directly from accepted quotes, with documents created automatically.
How RAO uses Creatio CRM
The system handles the entire quote-to-cash process. Sales people now work from a single platform instead of juggling multiple files and folders.
True customer visibility
Before Creatio, RAO had no way to see complete customer history. Now, every email is logged automatically. Every quote and contract is attached to the customer account. When a sales person opens a customer record, they see everything.
“It’s all there,” they explain. “Previous contracts, pricing history, every email we’ve sent. We finally have that 360 view everyone talks about.”
This visibility matters most during renewals. The system flags contracts that are coming up for renewal, giving sales people time to reach out. And because all the historical data is right there, they can quickly prepare a renewal offer based on what the customer had before.
Automated pricing that actually works
RAO’s pricing changes by season and varies for different customers. Managing this manually was a nightmare.
Creatio handles it automatically. When a sales person creates a quote, the system applies the right pricing based on the product, the season, and the customer’s specific terms. No more spreadsheet lookups or pricing mistakes.
“We can generate a quote in minutes now,” the team says. “And we know the pricing is correct.”
Contract generation without the hassle
Creating contract documents used to take hours. Sales people copied terms from old contracts, updated dates and pricing, and formatted everything manually.
Now, Creatio generates the document automatically. The system pulls in all the relevant data and produces a ready-to-send contract. Same for quotes.
“It saves us an incredible amount of time,” they note. “And the documents are consistent, which makes us look more professional.”
Email integration that works
The biggest change might be email integration. Before, customer emails lived in individual inboxes. If someone was away, their emails were invisible to the rest of the team.
Now, emails sync automatically with customer records. Send an email to a customer, and it appears in their record in Creatio. Receive a reply, and it’s logged automatically – you reply directly inside Creatio and it is sent out and logged under their record.
“We can finally see the complete conversation history,” the team explains. “And if someone’s on holiday, we can still see what they’ve been discussing with the customer.”
Real results
RAO’s sales process has changed completely. What used to take days now takes minutes. Manual tasks that ate up hours each week happen automatically.
Contract renewals are no longer missed. The system reminds sales people weeks in advance, giving them time to prepare and reach out. Renewal rates have improved because the team actually has time to focus on customers instead of searching for files.
“We’ve got much better control over our deals now”, they say. “Everything’s in the system, and everyone can access it.”
The team has also noticed they’re closing deals faster. When a prospect asks a question, sales people can answer immediately because all the information is right there. No more saying “I’ll check and get back to you.”
Supporting growth through integration
RAO has been using Creatio for several months now, and adoption across the sales team has been strong. People actually use the system because it makes their work easier, not harder.
With RI-ING’s absorption into RAO complete, Creatio is now playing an even more strategic role. Having a solid CRM foundation in place means RAO has been able to bring the teams together and manage customer data and sales operations from a single source of truth.
“CS delivered exactly what we needed,” the team reflects. “Not an overcomplicated system with features we’d never use, but something that fits how we work.”
The automated renewals have been particularly valuable. RAO no longer worries about missing critical dates or losing customers because a renewal fell through the cracks.
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