Sage CRM Customer Success
Clearly sustainable visibility.
Customer WEAR-LITE AG Industry Manufacturing Location Switzerland Solution Sage CRM
Lenses are high-tech products these days. The production of glasses is less advanced however - for more than 50 years, over 80 percent of raw materials were literally pulverized. The Swiss glasses manufacturer WEAR- LITE proves that today it is different, with a sustainable “Made in Switzerland” alternative. To best serve the needs of demanding business partners, WEARLITE counts on the Sage CRM software solution from KM-U AG. More than 40% of the Swiss resident population over 40 wear varifocals, but very few will ever have wondered where and how the lenses in their glasses were produced. In most cases, they are made from plastic blanks, which are imported from Asia and only get their final shape and optical function in the on-site lab. After manufacturing up to 130gram blanks, non-recyclable plastic waste and a 20gram blank are left over.
‘Good relations contribute directly to the company’s success’ Daniel Sager, Head of Sales
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Challenge With growing environmental impact awareness, WEAR-LITE forecasted a positive growth within the business. They need a solution that would support the expansion and grow with the business.
Visionary Many companies have therefore attempted to create their own lenses from scratch in the correct sizing by moulding the plastic themselves, rather than machine-processing blanks as was the norm until now. However they all failed so far - until in 2003 Karl Nicklaus, the visionary “father” of WEAR-LITE, set about doing just this. With the specially founded Interglass Technology AG (PLC) company, he developed innovative new ophthalmic lens technologies and the necessary machinery. After several years of intensive research, the breakthrough came in 2007. The first moulded lenses were ready for market and so ready for sale by WEAR-LITE.
Solution A tailored Sage CRM solution was implemented to ensure that their customers were getting the very best in customer service giving them a clear competitive advantage. Results The easy to use and intuitive CRM solution is used to profile customers and track sales volumes, allowing for the development of precise advertising and marketing campaigns.
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Comprehensive know-how from a single source While the employees at Interglass Technology AG work on further lens technology development and the highly specialised machinery, their colleagues produce and distribute the final products for resale. “WEAR LITE glasses are still a successful niche product,” explains Daniel Sager, Head of Sales at WEARLITE. Yet thanks to growing environmental impact awareness, he forecasts positive growth prospects. “In comparison to traditional products, we consume significantly less material, much less water, avoiding any plastics waste and we don’t import any semifinished products from Asia - important arguments in successfully differentiating ourselves in today’s market.” More than CRM The product and its underlying philosophy continue to convince the demanding optician. “Therefore, at the end 2010 we decided to implement a CRM system, to ensure an excellent customer service for our premium products”, says Daniel Sager. The subsequent selection process was supported by the Sage Competence Center KM-U AG (KM-U Ltd.). For Daniel Sager this was a godsend. “They quickly identified our requirements and offered us a solution using Sage CRM, a solution which is one-hundred percent tailored to our needs. Thanks to Max Künzli’s know-how and extensive experience with CRM solutions, the benefit to WEAR-LITE has gone far beyond a CRM implementation”.
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Competitive advantage Employees find the structured system very clearly laid out and intuitive to use. The entire bandwidth of the CRM solution is used by administration as well as sales staff. Based on the customer profile - including buying behaviour, sales volume, payment practices and response behaviour various advertising and marketing scenarios can be developed, offering versatile personalisation options. The aim is always the longest-possible customer retention. For Daniel Sager there is a clear economic advantage – “Good relations contribute directly to the company’s success.”
About Sage CRM Over 14,000 small to mid-sized businesses 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. Start your 30-day journey to business success now at www.sagecrm.com
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