Use Case | Canadian Automotive and Commercial Heavy Duty Aftermarket Reducing Downtime and Increasing Sales DETailS TO GO OVERVIEW The Client By using CRM, a large motor oil distributer reduced sales rep downtime and simplified customer-centric procedures – increasing revenues and improving customer service. An exclusive Canadian distributor for a premium oil brand serving the Canadian market for over five decades with revenues of over $200 million a year across North America. Benefits THE CHALLENGE After visiting as many as 30 prospects and customers a day, sales reps returned to the office to complete detailed handwritten reports. Often lost or incorrect, paperwork for processes such as new customer on-boarding could take several weeks to complete requiring numerous steps. The clumsy pen and paper system was time consuming and error prone. The process was sufficient, but not reflective of the company’s commitment to innovation. • Reduced processing time • Increased sales Solution • Fewer data errors • Reduced risk • Faster new-hire training • High user adoption The client wanted a single electronic solution that would allow sales reps to submit reports on-thego while assisting with vital sales functions. The list of requirements included electronic signature capture, offline capabilities and integration with existing systems. Our team implemented Microsoft Dynamics CRM with customizations including unique entities, forms, signature capture and integration for ERP and BI systems. Product • Microsoft Dynamics CRM THE RESULT As a result, sales reps were able to complete reports and update account information while in the field. With less desk time, the sales team was able to engage more clients and prospects leading to increased sales revenues without increasing the team’s size. Processes were streamlined reducing the risk of manual errors and improved processing times for vital functions such as new customer on-boarding, which was reduced to only a couple of days. The client was pleased with the results from their investment in CRM and continue to work with CRM Dynamics for further enhancements to their solution for over three years.
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