One of our customers 'Tempel Steel', a manufacturing company, has used CRM to capture their customer analytics to focus their business investments and eliminate hours of manually tracking information.
Tempel Steel was similar to many of our customers at Zero2Ten that we help implement Microsoft Dynamics CRM. The first observation we see in almost every implementation is the Executive and Sales Leadership team ask us to help them answer one or all of the following questions that they usually spend many hours manually tracking;
- How do we understand the changes in our pipeline by region / team?
- I need business intelligence to make investment decisions
- How can we use information to forecast more accurately?
- What is our forecast number by forecast rating?
- How accurately is our team / region or individual forecast?
- Why are we losing customers?
- I want to replace manual Excel tools for tracking and activity management
As an existing Zero2Ten customer Tempel Steel had been using Dynamics CRM to help manage its Sales team. As an existing user it saw the advantages of managing all of its customer sales interactions using CRM. With an ever-increasing customer base, manual inputting of data was time-consuming and the customer service team wanted to be able to get a quick overview of issues in the system. It decided to look at how CRM could help, the results were instant.
Dynamics CRM for customer service has not just helped Tempel's day-to-day issue tracking, it has also had an impact on deciding where investment is needed in the business because it offers an overview of the areas where there are customer complaints. From an ROI perspective, it was an even better success story.
''We have more justification to say that improvement projects in these areas are really needed and are where we need to spend our money. So if we invest sooner, rather than later, we can prevent this kind of complaint and save this amount of money overall,'' reported Tempel Steel.
Getting this comprehensive overview of Customer Services by using Dynamics CRM is something that Tempel's Quality Engineer believes other manufacturing companies would benefit from. She says that resolving a customer's issues quickly and effectively keeps that customer happy and helps with customer retention. It can boost ROI by targeting areas where investment is needed and to prevent problems recurring.
Contact us today to discuss your interest in CRM, we'd be happy to talk to you.