Sage CRM Customer Success
Yad Informatique improves customer relationship with Sage CRM Customer Yad Informatique Society Industry Information technology Location France Solution Sage CRM and Sage 100 ERP
‘Thanks to the Sage CRM statistics and reporting features, we follow our sales, sales proposals, business won or lost and the reasons for these losses very precisely.’ Lionel Semhoun, Training Manager Yad Informatique Society
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Yad Informatique is a computer sales and solutions company. It sells IT materials, developers websites and offers training and management solutions. Given its diverse range of activity, the reseller has several databases relating to its 4000 contacts, 250 active customers and around 20 resellers. “In order to optimise the management of these databases, we needed to rely on a fully integrated customer relationship management solution, centralising all the customer information and leads and able to create an interaction between these different pieces of data,” explains Lionel Semhoun, who is the Training Manager and who is also in charge of CRM in Yad Informatique. “We wanted to encourage the sharing and access to information”. Since Yad Informatique markets and deploys Sage solutions (they are a certified partner), the reseller naturally turned to Sage CRM, the
customer relationship management solution best suited to its needs.
Challenge Yad Informatique needed a fully integrated CRM solution, centralizing customer information and leads whist encourage the sharing and access to customer information across the business.
Results Thanks to its rich functionality, Sage CRM has equipped Yad Informatique with the tools it need to populate an accurate, centralised and easily accessible database for its customers, leads and suppliers. This has allowed for more precise targeting and better executed and more efficient marketing campaigns.
Solution Sage CRM has given Yad Informatique complete visability of its customers and their relationship history and the sharing of data across the business has helped to increase productivity. The reporting feature has streamlined its sales process and the company’s sales teams are able to track sales and losses more accurately.
The solution is integrated with the Sage 100 ERP management system In order to avoid the duplication of entries as well as the risk of errors arising, and also to improve the productivity of their different teams, Yad Informatique intended to go for a customer relationship management solution that would integrate perfectly with the rest of their IT system. “This integrated dimension was a vital requirement in order to enable the centralization and sharing of data between our different services,” says Lionel Semhoun.
Sage CRM Customer Success
‘Today, Sage CRM interfaces with our accounting and our business management as well as with our admin and communication tools, such as Outlook... Sharing information has helped improve our productivity.’ Lionel Semhoun, Training Manager Yad Informatique Society
“Today, Sage CRM interfaces with our accounting and our business management as well as with our admin and communication tools, such as Outlook.” All the staff of Yad Informatique has the same information updated in real time. “Sharing information has helped improve our productivity.” A clear overview of commercial relationships Through the functionality offered by Sage CRM, Yad Informatique was able to go through the history of the relationship with customers since their creation in 1998. “Through this data, which is updated in real time, we trace all of the commercial interactions with our customers,” adds Lionel Semhoun. “It’s integration with Sage 100 ERP also gives our vendors access to customer accounting and sales information, whether stocks, orders, quotes or other bills.” Yad Informatique now enjoys visibility into the history of their customer relations as well as their sales activity. “Thanks to the Sage CRM statistics and reporting features, we follow our sales, sales proposals, business won or lost and the reasons for these losses very precisely,” continues Lionel Semhoun. Better targeted marketing efforts With Sage CRM, Yad Informatique now has all the tools needed in order to populate specific databases for its customers, leads and suppliers. “Thanks to its rich functionality, Sage CRM allows us to populate all of these databases very precisely,” says Lionel Semhoun. “All of our marketing campaigns are then built up from the elements in these databases. They allow us to target our operations better and to adapt the message depending on the customers or leads being targeted. Our marketing campaigns are therefore much more efficient.”
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A reorganized after-sales service Taking advantage of the deployment of Sage CRM, Yad Informatique set up an after-sales service ticket management system to improve the quality and monitoring of its technical services and hot line. “We are now able to know the history of our technical interventions for a customer,” explains Lionel Sehmoun. “In addition to the ticketing system, we have created an integrated knowledge base, recording all technical interventions performed and resolved.” This solutions database, also online on Yad Informatique’s website, www.yad.fr, saves the reseller time in resolving certain problems. Better schedule management Through shared management of its technical and commercial schedules, Yad Informatique can now anticipate any recurrent interventions or any coming updates to solutions installed at customers’ sites that will be needed, thus optimizing the management of its annual maintenance contracts. “Our teams of trainers also rely on the Sage CRM schedule management functions to view the material and logistical resources they need to give their courses,” says Lionel Semhoun. “Sage CRM allows us to optimize our relationships with our customers on the commercial and technical level and also internally between our different services,” concludes Lionel Semhoun.
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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