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Alletec bags CRM implementation project for Printing Tools & Solutions Giant

All e Technologies has won the bid for CRM implementation for India’s largest manufacturer, distributer and post-sales service provider of printing machines, production printing solutions, imaging systems, office systems and photo-copier machines.

The printing company that is spread across the country with more than 100 Authorized Service Providers (ASPs) for distribution, installation and post-sales services of its machines expects to overcome the following challenges with the planned CRM implementation:

  • Inability to acknowledge customer calls on time – leading to customer dissatisfaction and opportunity loss
  • Inability to track and monitor TATs defined for service engineers – thereby breaching customer SLAs – leading to customer dissatisfaction
  • Lack of complete information of a customer w.r.t its communication logs and machine details – leading to increase in repetitive tasks – increasing operational cost and decreasing customer delight
  • Unable to track performance of service engineers and authorized service partners – leading to low business profitability

 

With Microsoft Dynamics CRM, it aims to achieve the following objectives:

  • To enhance customer experience by:
    • Providing a 360-degree of the customer at one place
    • Acknowledging and responding back to customer queries on time
    • Accessing Customer history by integrating with back-end ERP solution
  • Capture Customer and Machine details for their identification and warranty status
  • Adhere to Customer SLAs and monitor TAT
  • Monitor performances of authorized service partners and service engineers
  • Track the consumables and spares consumption for each service calls
  • Set up a centralized contact centre using Dynamics CRM
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