The thinking behind the introduction of any new system was to drive sales and ensure reporting from the data provided better information for both customers and staff, avoided duplication and provided for a more efficient and streamlined service all round.
The benefits are already being felt in a number of ways. The system allowed for the migration from the old data to be filtered to ensure only what was useful now was included, rather than a wholesale move with outdated information.
For the sales team this meant clearer visibility. It provided the opportunity to integrate the database which was previously only being used to access information, to one which has a reporting system and can give out as well as take in data.
Staff are now able to log onto a system which has all the information on the same platform, integrated by K3 CRM to provide universal visibility. No longer do staff have to deal with different systems, three different passwords and jump through hoops to get the intelligence they need to do their job. They can access on mobile devices and if necessary get all the key information on their mobile phones.
In the past, the CRM database wasn’t connected to the rest of the system so the sales team and engineering teams were looking at different information. Now a customer simply has to give a name or serial number and staff can find the relevant data immediately. It means the teams can talk to each other thereby avoiding duplication. The company has 12,000 records of machines so this was important. The new system can see the whole picture and not just one part of the jigsaw.
The link between the sales and service department has been a definite benefit. As well as the new system avoiding duplication, each team has complete visibility on what the other team has done and is able to trace the customer journey.
This total visibility means that wherever the customer is on their journey with Pryor Marking Technology, they can enjoy a quick response from whichever team they are dealing with at the time and be confident that they will have accurate and up to date information.
In terms of the return on investment, the increased efficiencies will lead to cost savings in staff time and effort, but more importantly it means the teams have all the data and information they need to keep customers happy and go that extra mile.
With data being more readily accessible and the information more meaningful, it enables the company to carry out better planning and forecasting, which will also have an impact on cost savings for the business.