Sage CRM Customer Success
Sage CRM empowers Waveform Solutions to serve customers even better Customer Waveform Solutions Industry Information technology Location UK Solution Sage CRM
Established in 1988, Waveform Solutions provides innovative wireless warehouse and sales solutions. Its wide range of state-of-the-art, wireless hardware allows companies to automate many operating needs including on-route sales & deliveries, sales field forces, stock control, and warehousing. Data captured by Waveform Solutions’ mobile computers can be easily integrated into most back-office systems (including Sage 50), minimizing capital tied up in stock. “We provide a wide range of solutions that enable companies to minimize costs and increase efficiencies to meet the challenging times we all face,” Philip Moore, Waveform Solutions’ Technical Director explains. “For instance, our warehouse applications provide information that is updated in real-time, increasing efficiency and accuracy while lowering costs.”
Challenge High levels of growth motivated Philip and Waveform management to search for a method that would increase customer service levels. “In our early days, we were using a manual system to track and expedite customer repairs,” Philip said. “But as we grew, our Service Level Agreements were being compromised because we might spend half a day attempting to track a specific product back to a given customer. It was an inefficient process that resulted in delays, inefficiencies, and decreased customer satisfaction. We recognized that we required a method to increase our efficiency and productivity in order to service our customers better within a growing business.”
Challenge The company realized it needed to increase efficiencies and improve processes to enable it to serve their customers better.
Results Information provided by Sage CRM helps Waveform to maintain and increase customer contracts, thereby generating valuable recurring revenues.
Solution Sage CRM was chosen and rolled-out to Waveform’s technical, sales and marketing teams which increased efficiencies and led to much higher levels of customer service. All customer data is stored in the one place so all departments can access and update accordingly enabling Waveform to provide a consistent and exceptional service to customers.
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Sage CRM Customer Success
‘I absolutely recommend Sage CRM as a method of increasing service level efficiencies and productivity. Due to the valuable data saved in Sage CRM, we now have the opportunity of empowering our staff by providing them with instant access to customer-specific information.’ Philip Moore, Technical Director Waveform Solutions
Solution Waveform Solutions contacted FDS Technology, an award-winning Sage Business Partner.
phone us to get an ETA. We’re able to be pro-active. And that helps to maintain exceptional customer relationships.”
Available on a 24/7 basis, Sage CRM empowers companies to develop exceptional customer relationships thereby increasing customer service levels, sales opportunities, and yielding an exceptional customer experience.
Increasing Revenues with Sage CRM Sage CRM also helps Philip and Waveform to provide customers with service level agreements that exactly fit its needs. “With the critical data contained in Sage CRM, and which is available to us instantly, we are now able to generate Account Repair Plan reports that provide us with specific customer service data: how many repairs we conducted for a customer, how long it took, and the underlying costs. “That report may indicate that we can help to save our customers money. For instance, if a given customer is on a high-level service agreement, yet their service history indicates a lower-level requirement, we can recommend a less expensive service level agreement to them.”
“We use Sage CRM as a method of expediting our growing areas of repairs and related projects. Sage CRM has empowered 12 users in our technical, sales, and marketing teams to increase efficiencies, leading to much higher levels of customer service.” Empowering efficiency with Sage CRM Sage CRM provides efficient processes that yield timely repairs and increased customer service. “Our repair process is now much more efficient,” Philip states. “Today a customer might telephone stating that they are sending in a mobile device for repair. Using Sage CRM, our technical people will open a Return Materials Authorisation (RMA). That RMA will be emailed directly to the customer. The customer prints out the RMA and attaches it to their device. The device will then be collected by our courier. When it arrives here, the attached paperwork provides us with all necessary information to help us expedite the repair. “Our Technical team will then open Sage CRM, booking the item in. Another email is dispatched to the customer, indicating that the item has been received by us, and is now being repaired. Our engineers will then repair the device, noting the time taken and materials used to make that repair within Sage CRM. The repaired product will then be repacked and despatched via courier back to the customer. That information is also emailed to the customer.” Information emailed to the customer regarding repair status significantly increases customer goodwill. “Since installing Sage CRM in April 2009, we have seen a significant decline in customer calls, looking for the status of any repair,” Philip explains. “Emails sent from Sage CRM provide customers with vital information. They no longer have to
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Information provided by Sage CRM helps Waveform to maintain – and increase – customer contracts, thereby generating valuable recurring revenues. “Prior to Sage CRM, generating an accurate Account Repair Plan for any given customer might take two hours. Now it takes only minutes. That’s an exceptional increase in productivity that has led longer-termed customer relationships.” Empowering staff “I absolutely recommend Sage CRM as a method of increasing service level efficiencies and productivity,” Philip said. “Due to the valuable data saved in Sage CRM, we now have the opportunity of empowering our staff by providing them with instant access to customer-specific information. They no longer have to escalate a query to management. Rather, they can provide customers with answers on the spot. Our sales team is also empowered because they can use Sage CRM to gain in-depth insight into customer histories. That knowledge is power because it allows them to see opportunities where we can grow our business.” Philip also praises Sage Business Partner FDS Technology. “FDS Technology has become a true partner to us. They have gained an insight into our business, helping us to get the most out of Sage CRM.”
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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