Sage CRM success story - IBCC Thailand

Sage CRM Customer Success

Sage CRM combines telephony automation to drive customer service excellence Customer International Business Consulting Center (IBCC), Ministry of Commerce, Thailand Industry Government services non-profit organization Location Thailand Solution Sage CRM

Background International Business Consulting Center (IBCC) is a division of Export Promotion which in turn is under the Department Ministry of Commerce, Thailand. IBCC provides trade information and consulting services on international business for members and non-members. Any companies or individuals who are interested in expanding their products and services overseas can contact IBCC through the 1169 Call Center.

1169 Call Center was set up to provide easy access to consulting services for exporters, would-be exporters and foreign investors who want to export or invest in Thailand. Another crucial task of the 1169 Call Center is to store and administer all data (members and non-members) in one central location.

Analyzing and addressing data is important in order to provide the right kind of services and effective marketing campaigns. Before implementing Sage CRM, customer enquiries and profiles

Challenge The 1169 Call Center in Ministry of Commerce in Thailand had been relying on pen and paper to record enquiries made by customers through calls or walk-ins. They were unable to leverage customer information across divisions.

Most operations were done manually.

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were recorded manually. As a result, information retrieval was difficult and marketing efforts could not produce good results as customers were not effectively targeted.

“Sage CRM plays a key role in our call center now as it integrates and centrally consolidates all customer information.

Now, our staff has access to complete customer case histories at the touch of a button and queries and support issues are resolved efficiently. We are moving swiftly towards serving our customers better,” says Natpreeya Choomchaiyo (Kru Kate), Director of IBCC. “We can effectively target our customers in our marketing efforts.

Members and non-members alike can benefit even more from our campaigns as we have a clearer view of their profiles and needs. Exporters will benefit from better consulting and customer services,” adds Kru Kate.

Solution The company selected Sage CRM system because it’s web-based and easy to use. Sage CRM provides agents and consultants access to common.

Results The 1169 Call Center and IBCC enjoy immediate returns on investment with improved internal operations and enhanced customer service.

Sage CRM Customer Success

‘Sage CRM works very well in a call center environment with its computer telephony integration. Now when a customer calls, a screen will “pop up” immediately showcasing the customer’s choice of phone menu. In this way, a customer’s concerns can be addressed more accurately and efficiently.’

Mrs Natpreeya Choomchaiyo (Kru Kate), Director of IBCC, Ministry of Commerce, Thailand

The selection process As a non-profit organization, budget is an issue. In addition, there is a limited time frame for implementation - IBCC needed the system to be up in a month.

IBCC approached various solution providers and considered several software solutions before selecting Sage CRM. “From the product demonstration by the business partner, Sundae Solutions, we knew that Sage CRM could be deployed rapidly. As a result, there was minimal impact on our business operations during the implementation process. What’s more, we did not need to have a huge IT budget to maintain and run the system as it is web-based.

This saves us a lot of money,” explains Kru Kate.

“Besides fulfilling our budget requirements and tight time frame, Sage CRM is able to combine a fully integrated CRM system with interactive telephony automation. This makes it an even more attractive solution to us.”

“Other factors that won us over were its user friendly interface and the ability to share real-time information across departments - something that we have been wanting to have.” says Kru Kate.

“Another important function of the system is the ability to provide pointand-click reporting and graphs for us to analyse data and make informed marketing strategies.”

“We can have the real-time information in whatever format we want. For example, we can view information either on-screen or export them in Microsoft Excel format. We can now analyse our marketing efforts and use that knowledge to refine our strategies.”

“We can track the development and evaluate the performance of each member against goals set. This enables us to provide higher quality consultancy services to our members”.

“In all, Sage CRM drives our customer service to a new level of excellence,” says Kru Kate.

Implementation of Sage CRM Once Sage CRM was chosen as the perfect solution for 1169 Call Center, Sundae spent time understanding the work flow of the call center and identifying its unique requirements.

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“To begin, we gathered all the needs and requirements of the Call Center before designing the system. Next, we began to install and configure the software, customizing the fields, developing the forms and reestablishing the workflow. Features and functions were customized to meet special requirements,” explains Daovipa Leekumjohn, Project Manager of Department of Export Promotion.

“Lastly, we conducted training for the call center officers, the front desk officers and the consultants to familiarize them with Sage CRM and to address any outstanding issues before the system went ‘live’,” adds Leekumjohn.

Sage CRM automates work processes “Sage CRM works very well in a call centre environment with its computer telephony integration. Now when a customer calls, a screen will ‘pop up’ immediately showcasing the customer’s choice of phone menu. In this way, a customer’s concerns can be addressed more accurately and efficiently,” says Kru Kate.

“All communications are now captured in real-time by Sage CRM and filed appropriately inside the database. This information can be leveraged by all users across departments,” says Kru Kate.

Graphical analysis and reporting ability “Another important function of the system is the ability to provide pointand-click reporting and graphs for us to analyze data and make informed marketing strategies.”

“We can have the real-time information in whatever format we want. For example, we can view information either on screen or export them in Microsoft Excel format. We can now analyze our marketing efforts and use that knowledge to refine our strategies.” “We can track the development and evaluate the performance of each member against goals set. This enables us to provide higher quality consultancy services to our members”.

“In all, Sage CRM drives our customer service to a new level of excellence,” says Kru Kate.

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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