Sage CRM success story - Wong Fong Engineering

Sage CRM Customer Success

Wong Fong Engineering delivers excellent customer service with Sage CRM Customer Wong Fong Engineering Works Industry Engineering Location Singapore Solution Sage CRM

Wong Fong Engineering is a leading provider of integrated engineering, waste handling and load management solutions in the Asia Pacific region.

For over 20 years, the company has built a reputation for quality work and forged trusted partnerships with many multinational corporations as well as government agencies and ministries.

The business challenge Employing around 120 people, Wong Fong Engineering is an SME (Small and Medium-sized Enterprise) with aspirations to build on its strong customer base. One obstacle to further growth was out-dated processes, particularly around sales.

Sales force tracking was carried out manually with poor pre-sales visibility into pipelines and leads. “We were using a manual pre-sales system with limited visibility into opportunity pipelines and customer information,”

Challenge Manual sales processes were out of date and inefficient, hampering productivity and denying the company the 360-degree view of customers and sales that a modern business needs.

said Sunny Liew, Sales and Marketing Engineer.

As part of a system upgrade and workforce productivity programme, the company’s management decided to invest in a sales force automation system as part of a CRM platform. It was a natural next step for Wong Fong, as Liew explained.

“CRM is an emerging technology used to implement and improve the sales force productivity and efficiency. As such, it aligns itself to key business growth through improved profitability, improved sales and enhanced customer service,” he said.

The company evaluated the CRM products from all the leading players.

Using a matrix table it carried out a factor analysis of price, vendor capability, software capability and the total cost of ownership. Sage CRM came out on top.

Solution Sage CRM delivers end-to-end sales automation, from lead and quote generation to taking orders and tracking sales. All the information is available anytime, anywhere, for faster and more accurate workflow, bringing businesses closer to their customers.

Results Now with a fully automated sales process and CRM tools, Wong Fong has achieved productivity gains and streamlined its operations, providing the business with a solid foundation for future growth.

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“Right now, with Sage CRM, we are able to create quotes within minutes and managers can provide the approval online, via a mobile device if necessary.”

Sunny Liew, Sales and Marketing Engineer, Wong Fong Engineering Works

The solution Sage CRM helps companies like Wong Fong to focus their sales efforts on the most profitable deals and identify cross- and up-selling opportunities.

Sales people have instant access to calendars, sales reports and contacts with automated workflow and pipeline management tools to quickly progress any prospects.

The benefits With Sage CRM, Wong Fong has replaced manual processes with a suite of sales force automation tools that include lead and opportunities tracking, sales quotations and contact management. It also delivers full visibility of the customer and improved sales mobility to help drive new business.

Sage CRM also provides the tools for the highest quality of care to keep customers satisfied. An intuitive dashboard offers a real-time, 360-degree view of all customer information and interactions, supported with powerful reporting capabilities.

By automating workflow, Sage CRM has helped Wong Fong achieve its primary objective of increasing employee productivity through opportunity tracking and automated quotes.

Wong Fong went with the entry-level edition, Sage CRM 100, which supports up to 30 users. Bought as a one-off purchase and deployed into the Singapore office over a three-month period, it was initially made available to 15 users with plenty of scope for growth.

The software provides the core Sage CRM functionality and can be configured to suit the business – a crucial selling point for Sunny Liew.

Over time Wong Fong required more complex functional requirements and customization. Singapore based Sage Business Partner, Comptrac Systems Technology modified the solution to reflect these needs. Comptrac Systems Technology Pte Ltd, established in 2004, is a certified Sage Premier & Development partner and specializes in CRM implementations.

“We chose Sage CRM because of price and Comptrac Systems Technology’s ability to provide a customized solution.

Other vendors were not as flexible and only focused on selling the product,” he said.

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“In the past, sales quotations were done manually by a sales coordinator and had to be approved by a manager’s signature. The process was inflexible and took too long,” said Liew. “Right now, with Sage CRM, we are able to create quotes within minutes and managers can provide the approval online, via a mobile device if necessary.”

As well as making the sales operation more mobile, the system is much more streamlined. When a sale is closed, it is converted to a work order and automatically submitted to the backend ERP system.

Being able to customize Sage CRM was an important requirement for Wong Fong, who also use the software for equipment stock inventory and monitoring of work orders in progress.

The wider integration across the business was made possible by the proactive support of Comptrac Systems Technology, according to Liew.

“Sage is very focused on CRM and has in-depth knowledge of ERP integration,” he said. Liew also praised the product for being “user friendly” with “powerful features for scalability”.

About Sage CRM Over 15,000 small and medium sized companies across the globe use Sage CRM every day to accelerate sales, drive business productivity and make every customer interaction count. It is used by enterprising, growing companies seeking new ways to interact with customers, leverage the power of social media and take advantage of the latest mobile developments to further grow their business. When combined with Sage ERP, our customers enjoy better business insight, increased efficiencies and productivity, and gain a single, customer-centric view across their entire business. So whether you’re just starting out or have already grown to several hundred employees, Sage CRM can help accelerate your business success.

Accelerate your business success with a free 30-day trial at www.sagecrm.com

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