Stanford Marsh's call centre operators needed to maximise the utilisation of the engineers through central call scheduling. The company had been using Contact 2000. However the product's use of separate databases for different business areas resulted in a lack of consistency with customer information. With no easy integration between the databases it was impossible for Stanford Marsh to create a coherent picture of the customer across all business areas. The lack of consistency led to delays in responding to customers' requirements. It also prevented Stanford Marsh from attaining a good understanding of customers' business drivers and how best they could address their needs to improve customer service and maximise customer value.
Stanford Marsh decided to implement SalesLogix and integrate it with Sage Line 500, which they already had in place. This would enable them to gain visibility of sales and payment history throughout the organisation and improve credit control. The implementation was straightforward; CPiO used SalesLogix's customisation tools to create tailored user views of the information to meet Stanford Marsh's exact business requirements. SalesLogix was primarily deployed to improve the efficiency of the support engineers, for help desk and call centre staff to log calls, track the progress of support problems and arrange service calls for engineers.
- Since implementation Stanford Marsh has seen device sales increase by 24%
- Sales staff have up to date information access, either via VPN from home or to PDAs in the field
- Sales staff spend more time visiting customers
- Direct access to stock information of the 40,000 product lines held within Sage Line 500
- Orders placed immediately for the customer and delivery time expectation set
- Engineers have access to the complete service history of each customer
- Problems are flagged and repeat issues highlighted, ensuring any issues are rapidly addressed
- Fewer support visits required to resolve a customer problem
- Simple analyis of product performance and customer behaviour, enabling appropriate remedial action
"CPiO's knowledge of our existing systems and their ability to integrate Sage into SalesLogix were very important to Stanford Marsh. We wanted to have one coherent IT environment supported by one organisation to ensure consistency of service and support and create a scaleable environment to support business expansion." Andrew Potts, Group Business Systems Manager 