Stanford Marsh needed to provide detailed information on service history for the support engineers in the field. In addition, call centre operators needed to maximise the utilisation of the engineers through central call scheduling. The company had been using Contact 2000. However the product’s use of separate databases for different business areas resulted in a lack of consistency with customer information. With no easy integration between the databases it was impossible for Stanford Marsh to create a coherent picture of the customer across all business areas. The lack of consistency led to delays in responding to customers’ requirements. It also prevented Stanford Marsh from attaining a good understanding of customers’ business drivers and how best they could address their needs to improve customer service and maximise customer value.
Stanford Marsh decided to implement SalesLogix and integrate it with Sage Line 500, which they already had in place. This would enable them to gain visibility of sales and payment history throughout the organisation and improve credit control. The implementation was straightforward; CPiO used SalesLogix’s customisation tools to create tailored user views of the information to meet Stanford Marsh’s exact business requirements. SalesLogix was primarily deployed to improve the efficiency of the support engineers, for help desk and call centre staff to log calls, track the progress of support problems and arrange service calls for engineers. Since implementation Stanford Marsh has seen device sales increase by 24%. Sales staff have up to date information access, either via VPN from home or to PDAs in the field. This information is enabling sales staff to spend more time visiting customers. They also have direct access to stock information of the 40,000 product lines held within Sage Line 500, enabling them to place orders immediately for the customer and set delivery time expectation. Engineers have access to the complete service history of each customer. Problems are flagged and repeat issues highlighted, ensuring any issues are rapidly addressed to help maintain good customer relationships. Furthermore, the number of support visits required to resolve a customer problem can also be tracked, enabling Stanford Marsh to analyse product performance and customer behaviour, taking appropriate remedial action.