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Customer Relationship Management (CRM)
= IBS Integrator
Customer Relationship Management (CRM) is far and above everything else when it comes to defining distribution companies as they move forward through the new millennium. With customers demanding shorter lead-times, coupled with smaller and more frequent orders, and with a quickly evolving economy focused on cost efficiencies, distributors need the proper tools to manage and control the entire supply chain process.
- Continuous detailed information on all customers and products to identify the most profitable customers and provide them with priority service
- Create and sell valid customized items, using the Product Configurator to select alternative parts
- Online functionality for allocation of shortage products according to customer priority or fair share handling
- Process "non-stocked" orders and drop shipments effortlessly
- Smart order entry with online information for immediate response to any inquiries
- Target and plan telesales activities with excellent tools for customization of the desired information on screen
Service and Warranty – After Sales Service
- Allocates the most suitable engineer for service job, depending on skill and available hours in the engineer calendar
- Automatic periodic billing of maintenance and service agreements
- Excellent time-reporting functionality on all levels, i.e. per service agreement, service object, internal/external time, invoiced/recommended/actual time etc
- Immediate access to warranty and service repair history for each service object
- Hotline function for documentation, assignment and escalation of required service
- Schedule different kinds of preventive maintenance work in advance, with associated service kits
- Serial number tracking, for constant product monitoring
- Written service work quotations
Marketing and Sales Support – Customer Care
- Customer contact management and follow-up
- Customer and prospect database for intelligent and target-oriented marketing and campaign planning
- Eliminates recurring problems through incident analysis by reason and action taken
- Helps track and resolve customer issues for superior customer service with post-sales tools
- Supports sales force activities targeting specific customers and customer groups, easily sorted by profitability, order frequency etc
- Transfers customer incidents directly to a supplier claims process
Customer performance analysis – keep the right ones coming back
Research shows that it often costs five times more to win a new customer than it does to keep an old one. Adding value to existing customers can be a very profitable investment. However, it is important to identify your best customers. In most distribution companies, a rule of thumb says that only 20 percent of customers account for 80 percent of the profits. After analyzing your customer base, it becomes obvious that a lot of them aren't profitable at all.
IBS ENTERPRISE helps you get on top of this information. Because the system helps you with accurate ranking reports, you can focus on maximizing satisfaction among key customers by giving them added value. Equally, for less profitable customers, the system can help you suggest different buying patterns, order volumes and price structures to make the partnership a more profitable one.
Contact IBS for more information about Integration Software. »
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