Since the first automated customer relationship management software appeared over a decade ago, improved functionality and technological development have completely changed the way we work. isB1 is a full featured CRM management software system which contains a series of interlinked modules. Each module can be individually linked or combined to produce a system to suit almost any business structure.
The advantages of CRM customer relationship management are many and varied, and include but are not
Case Study: Consumables Distributor
The Company is one of the country’s leading suppliers of janitorial products, cleaning and catering disposables. The product range is large and diverse, everything from paper towels to place mats, disinfectant to disposable plates. London-based, the company was established in 1989 to serve the many varied needs of the hotel, health care and restaurant market, handling some of the country's most prestigious accounts. As the business has developed, they have taken this core market and complimented it with a very comprehensive service to Contract Cleaning, Facilities Management Companies and Local Authorities. The Company has multiple routes to market, with tele-sales; web based ordering and personal representation.
The existing systems used were based on a combination of Sage Line 100 and Excel spreadsheets.
Immediate areas of concern were:
The full client relationship management software isB1 suite was installed with services including consultancy, scoping, project management, onsite training and “go live” services. The opportunity to upgrade the Sage 100 to Sage MMS was taken to handle financials. The Order Processing Module - forms the core of the solution. It offers full sales and purchase order processing and invoicing. The module also allows the users to plan delivery routes, prioritise deliveries within a route, and easily reconcile actual with planned deliveries. Because the module holds data on multiple suppliers the users are able to easily offer alternative products to minimise shortages.
The Stock Control Module - is feature rich, and includes the ability to link alternative products, same product from different suppliers, and maintains the cost prices associated with each supplier. This enables the company to spot trends in the market and capitalise on opportunities when presented. The module also allows unlimited concurrent users to access stock-take procedures.
The Credit Management Facility - uses auto generated debtors reports, chase lists and discussion logs. A further benefit is the ability to manage credit accounts both centrally and individually.
Batch routines - have been developed to allow users to enter complex recurring orders via simple Excel based screens. The routine offers the ability to make multiple product deliveries to multiple sites on multiple dates, or combinations thereof. The flexibility offered enables the Company to best manage its resources and customer expectations. As a result of the initial success of isB1 in addressing these main areas of concern, further modules have been integrated into the solution to add functionality as the Company grows.
CRM module - has been added to increase sales activity and productivity. This enables full contact details of prospects and MMS linked accounts to be stored and searched. Users can enter details of telephone conversations and set to-do reminders within the Task Manager module. This module also features integrated email and mail merge with Microsoft Office, and seamless integration to Sage. A mobile solution- based on handheld devices is being implemented for delivery drivers including transmission of digitised signatures.
Significantly, reconciliation of goods delivered to goods dispatched can be made within minutes of the customer signing the “delivery note”. This now allows discrepancies to be rectified and replacement or additional supplies to be dispatched the next day. A mobile solution is also incorporated for field based sales people. This will enable real time stock availability and pricing information to be presented to the customer, an order generated and digitally signed, transmitted back to the office for the best possible “customer experience”. A comprehensive alert task system triggers auto task alerts which can be sent by e-mail, fax, SMS, print or net message. To take advantage of increased functionality the Sage Accounting has been upgraded to Sage 200.
The Company’s strength has always been built on the highest standards of customer service and the changes made by isB1 have had a radical and dramatic effect on the way the company does business. isB1 is seen as a major factor in the company's growth and development. It has provided a stable platform for expansion, and has a clear roadmap of development and deliverables. Tasks that once took days, now take hours, and the accuracy of delivery has improved to industry leading standards. The planned deployment of the handheld solution to both delivery and sales areas will further enhance this reputation.Top
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