Sage CRM Customer Success
Sage CRM drives sales activity at Car Repair System
Customer Car Repair System Industry Manufacturing & Distribution Location Spain Solution Sage CRM
Background story Car Repair System is a multinational European group founded in June of 2001. Dedicated to the manufacturing and distribution of products for the preparation, maintenance and repair of automotive bodies which include chemical agents, polishes, and accessories, protection material, abrasives, machine tools and workshop equipment. The company is present through subsidiaries in France, Spain and Portugal, and also has distribution agreements with local importers in North Africa, Central and Eastern Europe, Uruguay and Australia. The company is conscious of the need to remain constantly up to date, both at the internal level and by adopting technological innovations that improve work processes. Accordingly technological solutions form part of its day-to-day operations.
‘Sage CRM has revolutionised the way we work’ Joaquín Pérez CEO Car Repair System
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Challenge Car Repair System was under pressure to innovate by adopting new technologies while also improving work processes internally. It needed a custom-developed CRM solution.
Committing to Sage CRM Car Repair System uses software which was custom-developed for it by Sage partner Alhambra Eidos. Nevertheless, it needed to be able to carry out additional functions to handle customer relations, which is why Alhambra Eidos proposed the installation of Sage CRM, connected to the ERP system that the company was already using. Alhambra Eidos not only advised Car Repair System to install Sage CRM, but also took charge of its implementation. Adopting Sage CRM has allowed Car Repair System to execute some functions that were impossible before, one of them being incident management. Joaquín Pérez explains that, prior to the installation of Sage CRM, this type of operation was managed in a “somewhat archaic” way. “Currently whenever an incident occurs the whole technical team automatically has all the information. As soon as it is registered on the system, the Solution Car Repair System was already using Sage ERP so therefore needed a solution that would not only complement its current processes but was also flexible and highly customisable. Sage CRM fit the exact bill. Results Improved planning, and mobile CRM are just two of the effective benefits that Car Repair System is enjoying after selecting Sage CRM.
Sage CRM Customer Success
‘Sage CRM centralises all the information we have on our customers, allowing the marketing department to conduct customised campaigns, measure their results, and land new customers.’ Joaquín Pérez CEO Car Repair System
purchasing and customer service departments, in addition to the technical team, are informed in just a few minutes.” This has allowed Car Repair System to offers its customers a solution within 24 hours. Sage CRM has revolutionised the way we work,” said Car Repair System’s CEO. Information in real time In addition, the company’s salespeople can work with their contacts in real time, verifying all business opportunities and information, which could not be done before. Until now salespeople worked with laptops, which have been replaced by tablets, allowing them to work in realtime. “An instant visit is made to a current or potential customer, a business opportunity is generated and recorded in Sage CRM, leaving all the information in the software, so that the customer service team immediately has access to this information.” This makes it possible to offer customers budgets better tailored to their profiles. “The salesperson and customer service department have access in real time to prices, orders and budgets, something that we couldn’t do until now, and is proving to be revolutionary.” This also means that “any business opportunity, no matter how insignificant, appears in the CRM.” Key to success When asked about the main benefits or improvements that the company is experiencing after the implementation and launch of Sage CRM, Car Repair System’s CEO didn’t think twice: and was easily able to call out, the optimisation of his salespeople’s work. “Now they have a calendar where they can consult and use their agenda. They have a forecast of their work, which is something that is revolutionary, but optimal.” In addition, this calendar is integrated with Microsoft Outlook, which facilitates their day to day even more. Joaquín Pérez explained that salespeople previously worked with an Excel spreadsheet, through which they informed sales management of their visits and how they were organising their work. Now, with Sage CRM, all this information is visible in real time, which also makes it
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possible to make corrections and modifications in situ. “Salespeople can plan their week and reports better, at the same time optimising their business travel.” Therefore, more efficient time use by workers is yet another benefit emphasised by CEO Joaquín Pérez, as a result of Sage CRM. “Sage CRM also makes it possible to get more out of our webpage’s B2B application,” explained the company’s leader. Although the company could already transmit the orders placed on the webpage, thanks to Sage CRM “we have provided the salespeople a filing system to log their orders on the CRM directly, in such a way that the company’s pricing policy is automatically conveyed to the customer.” This makes it possible to apply the sales policy assigned to each customer directly and without errors (with regard to special promotions, campaigns or discounts). All the agreements that Car Repair System has with its customers are logged in Sage CRM. Therefore, as an order is placed all prices are automatically closed. Orders are sent directly to the warehouse, which allows the company to save a lot of time and enjoy greater corporate efficiency. Results revealed Sage CRM users have received the appropriate training sessions so that they are aware of all of Sage CRM’s different features, and know how to use them, enabling them to get the most out of their work. Sage CRM also allows salespeople to automatically apply the prices, discounts and promotions individually applied to customers, as all this information is recorded in the CRM and connected with the ERP, thereby reducing execution times. Car Repair System also uses the dashboards that Sage CRM includes. There are currently ten people using Sage CRM. “Sage CRM centralises all the information we have on our customers, allowing the marketing department to conduct customised campaigns, measure their results, and land new customers,” said Joaquín Pérez.
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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