Sage CRM Customer Success
TAK increase productivity with a joined up CRM and ERP solution
Customer TAK Products & Services Industry Furnishing supplier Location Singapore Solution Sage CRM
‘Being able to integrate so easily with Sage 300 ERP was the main reason we went with Sage CRM.’ Eve Chong Assistant Manager, Corporate Administration TAK Products & Services TAK Products & Services
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TAK Products & Services has been a supplier of laminates and finished edgings to the furniture industry in Asia since 1989. Headquartered in Singapore the company employs around 80 people and has offices in Malaysia, Thailand and China as well as distribution partners in Hong Kong, the Philippines, Indonesia and Myanmar.
The ultimate goal was for everyone to work from the same system regardless of location, with CRM tools that could be more closely integrated with the firm’s Sage 300 ERP system. The old solution was a standalone application which meant the company was working off two different systems and lacked a complete view of the business.
Business challenge Over the last five years TAK has grown by around 35 per cent, putting a strain on the company’s CRM system, a custom-built solution that tracked customer engagements across the various markets where it trades. “We had customized and adapted it as far as we could,” said Eve Chong, Assistant Manager, Corporate Administration. “It wasn’t that flexible at a time when we needed to scale and have better workflow.”
A long-standing relationship with Sage business partner Comptrac proved helpful when TAK considered various upgrade options. “We looked at lots of different systems and listened to Comptrac. They know our business well and understood what we wanted,” said Eve Chong. “Being able to integrate so easily with Sage 300 ERP was the main reason we went with Sage CRM.”
Challenge Fast growth across multiple countries had pushed the capability of an existing CRM system to its limit. The company wanted better visibility of an expanding business and closer integration with its existing ERP system, Sage 300.
Results Integration between Sage CRM and Sage 300 ERP has seen a 40 per cent productivity improvement. The single system has helped sales engage more efficiently with customers and given management a much better view of the business.
Solution Sage CRM integrates ‘out-of-the-box’ with Sage 300 ERP, giving TAK a single source of information for sales and financials, with tighter workflow between the two and a better reporting capability.
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‘I really like Sage CRM, It has made us much more efficient.’ Eve Chong Assistant Manager, Corporate Administration TAK Products & Services TAK Products & Services
Solution Sage CRM provides all the tools needed to improve sales performance and facilitate more targeted marketing campaigns, but crucially for TAK it offered a single database for retrieving order and inventory information direct from its Sage 300 ERP system. This integration solved a problem that existed with the two separate systems that preceded Sage CRM. Every product had two codes, one for each system, which led to unnecessary duplication and made it harder to generate up-to-date reports for analysing sales and inventory.
An added benefit is that growth has been achieved without eating into margins. TAK has set Sage CRM up in such a way that sales people are only authorized to offer a certain level of discount. This ensures the bottom line is always protected.
Now, the product code is created once in Sage CRM. With a single database and one code number for every item, accessible from all offices in the different countries, TAK had a much more efficient system.
Eve Chong has been particularly impressed at how easy it is to use. She changes field names and carries out a lot of customization without having to pay for the partner to do it. Reports are also easy to generate.
As well as bringing front and back-office operations into alignment, Sage CRM workflow also made it easier to manage the credit approval process for taking on new customers.
As well as making the company more efficient and profitable, the integration of Sage CRM and Sage 300 ERP has given management much better visibility of the business. Instead of having to review reports from two separate systems, a single source of information allows Eve Chong to analyse customer engagements in any number of ways. “It’s very user friendly and I can customize it to get the information that I want based on requests from the management team,” she said.
Benefits With thousands of customers and prospects on the system, TAK has succeeded in its goal of providing a scalable CRM solution to support a fast growing business. Since implementing Sage CRM, TAK estimates it has seen a 40 per cent productivity improvement as the company’s 55 licensed users access the exact same system from four different countries. Automated workflow has simplified tasks while the tight integration to Sage 300 ERP has centralized customer information and made it easier to access more quickly.
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Sales people automatically receive updates on customer information from the ERP system, which means they can respond faster if there is an issue. This may be the difference between retaining and losing a client. “It has also helped grow the business by helping sales follow up on customer leads more quickly,” said Eve Chong.
Though there are plans to further exploit the features in Sage CRM, particularly the mobile module, Sage CRM has already delivered on its promise and made a big impression on Eve Chong. “I really like Sage CRM,” she said. “It has made us much more efficient.”
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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