Sage CRM success story - Axone Group

Sage CRM Customer Success

Axone Group gains a better view of customers with Sage CRM

Customer AXONE Group Industry Information technology Location France Solution Sage CRM and Sage 100 ERP

‘Sage CRM met all our business requirements and also had the advantage of integrating...with our existing information system.’

Nathalie Navarro, Co-manager AXONE Group

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AXONE Group is an IT service and distribution company operating mainly with SMEs and SMIs in the Rhône Alpes region. Since it was founded in 1998, Axone Group has experienced steady growth in its business. “Our growth led us to structure our customer relationship management system pretty quickly,” says Nathalie Navarro, co-manager of the AXONE Group.

“Although initially we relied on a customer relationship management tool developed in-house, we soon exhausted the potential of that tool. We started looking for software that could give us an... overview of our clients and our relationships with them.” As well as centralizing customer information into a single database, AXONE Group also

hoped to trace the different interactions between its sales team and its customers and sales leads and to expand its customer knowledge. “We wanted to have such a precise mapping of our customers’ computer equipment in order to better understand their present and future tools needs,” adds Nathalie Navarro. “We also hoped to record contracts between our customers and our suppliers in order to optimize follow-up and make timely reminders for example, to update software.”

Challenge Having initially relied on a CRM tool developed in-house, AXONE Group soon exhausted the potential of that tool. The company They started looking for software that could give it a better view of clients and relationship. It also wanted to centralize customer information into a single database.

Solution Sage CRM met all of the company’s business requirements and also had the advantage of integrating with its existing information system, as well as being open enough to allow the development of add-ons.

Results Through Sage CRM and its visibility into the group’s activities, AXONE Group is now able to identify active and inactive customers more easily and adapt its sales and marketing strategy accordingly. Employees are now able to target their marketing efforts better, improve follow-ups, guide their service centre and become more productive.

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‘We relied on the Sage CRM solutions put in place which allowed us to target our marketing efforts better, improve our follow-up on subscription service contracts and guide our service centre better.’

Sage CRM, a technical and functional decision Since they already had the Sage 100 Sales Management and Accountancy solutions, as well as the Sage 100 Means of Payment and Sage 100 Assets solutions, the Axone Group naturally studied Sage’s customer relationship solutions.

Nathalie Navarro, Co-manager AXONE Group

As well as that, the fact that Sage is so well-established, well-organized and expert, gave us real assurance of regular technical and functional updates to its software. Finally, Sage CRM is open enough to allow the development of add-ons. This was important as our partner Coservit needed to be able to adapt the software to some of our business processes.”

“Sage CRM met all our business requirements and also had the advantage of integrating seamlessly with our existing information system,” says Nathalie Navarro.

A more structured sales organization With Sage CRM, Axone Group was firstly able to structure its approach to sales. “We now have a real customer relationship management discipline which the entire team quickly signed up to,” says Nathalie Navarro. “Our sales team accurately informs our Sage CRM database, thus helping to enhance the AXONE Group’s customer knowledge.”

Apart from structuring its sales team, Sage CRM is also involved in the optimization of the company’s human resources. “With this software, we can preserve our customer knowledge in the event of one of our employees leaving.

In addition, this user-friendly and intuitive solution allows us to get our new employees up to speed very quickly. Thus, thanks to Sage CRM, in three months a new telemarketer will have identified many customers.”

Optimal customer care Sage CRM’s analysis functions strengthen Axone Group’s visibility into its activities. “We now know our sales forecasts and potential billing,” says Nathalie Navarro. “This visibility particularly helps us to allocate our human resources better based on sales opportunities. Furthermore, we identify our active and inactive customers much better, and adapt our sales and marketing strategy accordingly. So our company has clearly gained in increased responsiveness and agility.”

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Additional add-ons deployed by Coservit Sage CRM has been operational for a year now within the AXONE Group, and the company now intends to capitalize on the most appropriate dashboards for its business.

To meet its business challenges, Axone Group relied on the fact that the Sage CRM can be configured for add-ons.

Therefore Coservit developed a CRM solution for IT service and distribution companies based on Sage CRM. “We relied on the Sage CRM solutions put in place by Coservit,” says Nathalie Navarro, “which allowed us to target our marketing efforts better, improve our follow-up on subscription service contracts and guide our service centre better.”

“In fact,” says Nathalie Navarro, “we now have a map of the customer install base, an asset management system for hardware and software, a system for follow-up on renewal of service contracts, management of help requests and planning and follow-up of all interactions. Finally, the developments made by Coservit allow us to optimise the value of our business services to our customers through an Extranet module, which is an excellent customer retention tool.”

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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Š 2014 Sage Group Plc.

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