Technology is available to unlock significant improvements across virtually any aspect of an Organisation’s Customer facing activities. Helping to attract and win new Customers, retain and grow existing Customers thus driving up Customer performance.
Below are two examples of how firms exploited IT to re-invent parts of their business to improve their Customer processes.
CASE HISTORY 1
Customer Performance – SharePoint delivers a competitive edge
A major tyre distributor had been using manual processes to manage bespoke Customer quotes. The Company noticed once Microsoft SharePoint was implemented, significant business benefits were achieved. This resulted in a transformation of their critical organisational procedure.
Key issues with their manual process included: –
- slow decision making
- disparate information silos
- cumbersome and complex processes.
Recognising that they were losing out to their competitors, they looked for a solution and chose SharePoint.
A solution was quickly developed, taking advantage of some of the key features offered by SharePoint. This resulted in re-engineering their end to end process. This enabled data to be extracted from several systems integrating it into an efficient new workflow.
The workflow starts with the initiation of a quote by completing a SharePoint web page which interfaces to an existing system to help make field selection easier and more accurate. Workflows are launched once a quote is initiated. Previously, quotes were taking up to 7 days to complete but, with the new system in place, this was reduced to 48 hours.
Additional business benefits resulting from the solution include: –
- improved end-to-end visibility of the status of all quotes
- better internal communication and collaboration
- elimination of quoting errors and associated re-work
These and other benefits have enhanced the Company’s competitiveness, whilst delivering significant returns on investment.
CASE HISTORY 2
Customer Performance – Making money from waste
Implementing a Customer Relationship Management (CRM) system for one waste management Company has transformed their business. This resulted in increased sales, retention of more Customers and driving Company developments.
Prior to the installation of their CRM, the company managed each of their 500 Customers on an individual spreadsheet to log orders and schedule collections.
Also, making notes on individual Customers were: –
- extremely cumbersome
- inconsistently implemented
- restricted access
- management of vital information
Now, with a new CRM system installed, a fresh breeze has blown through the organisation. Access to information which is presented in a consistent way is available to everyone. The breadth and depth of reporting is available and metrics can be examined quickly and simply.
Improved information management has enabled the company to grow sales by 35% without adding any additional people, and productivity in their Customer service department has increased by 40%.
The intelligence and insight the system gives is now driving the company’s future development plans.
The firm found that implementing the CRM system was very straight-forward; a seamless exercise across all departments. A customisable user interface meant that the system was tailored to meet their precise requirements and internal procedures. Their Customer data is now much more secure and controllable.
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