Sage CRM Customer Success
Seng Lee maintains a solid core for its business with Sage CRM
Customer Seng Lee Interiors Pte Ltd Industry High pressure laminates for furniture and construction Location Singapore Solution Sage CRM
High Pressure Laminates are an essential raw material in the furniture and building industries. In this dynamic environment, technology is rapidly evolving, and so are the demands of corporate customers. Seng Lee has been supplying high-quality laminates for 35 years and is one of the three largest distributors in Singapore. They also have production facilities for post-forming, providing a value-added service to their building and construction customers. The company had reached a stage where their old paper-based customer record systems were straining to cope and adversely affecting the high standard of service essential to success in the industry. In 2008, the company tackled their crippling information management problems head-on — a major upgrade of their IT systems and the adoption of Sage CRM.
Challenge The customer service team at Seng Lee was getting increasingly frustrated with the paper-based system that was being used. Accessing information quickly was impossible and key information was easily lost or misplaced. Solution After careful evaluation, Seng Lee recognised that Sage CRM would provide the company with everything that it needed from a CRM solution - being able to fulfil the company’s need for a customisable system that would grow with the business.
sagecrm.com
Providing the best customer service possible Seng Lee’s previous paper-based records system was a major source of conflict and frustration for the company’s customer service team. It was not possible to access information quickly and key information was easily lost or misplaced. Marketing Executive, Mr Jake Tan, evaluated the company’s CRM requirements and turned to Comptrac Systems Technology Pte Ltd, a leading CRM solutions provider, for the right solution. “In addition to solving our immediate difficulties, it was important for us that the system was customizable and expandable,” Mr Tan explained. “We chose Sage CRM because it provides everything we needed, is easy to use, and will grow with us in the future.”
Results Sage CRM provided an immediate solution to Seng Lee’s record management problems, allowing them to store, manage and analyse their client records and distribute leads. It puts customer information at the sales team’s fingertips. The ability to retrieve vital information and documents quickly and easily has given them the ability to handle customer queries more efficiently and helped build better customer relationships.