CRM In Action

Company: CL&D Digital
Industry: Printing
Solution: Entellium eSalesforce
Functionality: Database management
Cost: Free. No registration
Challenge: To keep fast moving projects on track

::: CL&D Succeeds with Entellium eSalesforce :::

CL&D Digital is a Wisconsin-based company that offers printing solutions to companies that are looking for full production run quality for their package and label sales samples, prototypes, and comps.

The company deployed multiple ACT databases that operated as isolated silos of information. Sharing of information between customer care, field staff, and the back-end was difficult. Sales management was rendered cumbersome because of manual reporting of project pipeline.

The company chose Entellium eSalesforce customized to its requirements and ever since then it has managed to centralize control of its operations and the sales management has complete visibility into performance and pipeline.

 Learn more about CL&D’s Success with Entellium eSalesforce

Company: Telekomunikacja Polska
Industry: Telecom
Solution: Oracle PeopleSoft
Functionality: Sales force automation
Cost: Free. No registration.
Challenge: To offer value-added customer service

::: Telekomunikacja Polska Succeeds with Oracle PeopleSoft :::

Telekomunikacja is a state-owned telecom provider in Poland. The company wished to acquire more customer focus to be able to compete in an increasingly competitive market.

The company wished for a solution that would be cost-efficient and reliable. It implemented a Web-based Oracle PeopleSoft CRM solution that integrates legacy billing and network systems. The benefits included increased customer responsiveness and higher employee productivity. 7000 company employees were able to make use of the system inside four months.

Learn more about Telekomunikacja’s Success with Oracle PeopleSoft >>>>

Company: Vodafone
Industry: Telecommunication
Solution: IEX Corporation
Functionality: Workforce Management
Cost: Free
Challenge: The aim was to boost scheduling efficiencies, increase adherence and gain much needed visibility into operations

::: Vodafone dials IEX for help with workforce management :::

Vodafone chose IEX Corporation, a subsidiary of NICE Systems Ltd, for help with their workforce management. The objective was to better the company’s scheduling efficiencies and obtain visibility into operations so that the company had the necessary information to take the right decision at the right time.

“Having no visibility into our outsource partners left us extremely vulnerable and unable to see any potential hotspots. Now we have a 2-week intraday view across all business units, allowing us to slide shifts or assign overtime well in advance of a problem.” says Andrew Hyde, planning manager Vodafone.

Vodafone was keen to improve adherence and it achieved its objective implementing the TotalView Real-Time Adherence (RTA) module, which led to an increase in adherence from 65% to 85% inside 3 months even though the company moved from fixed to flexible shift patterns.

Company: Logitech
Industry: Computer peripherals
Solution: Click Commerce
Functionality: Supply Chain Management
Cost: Free. No registration.
Challenge: Get more partners and increase sales

::: Logitech Succeeds with Click Commerce :::

Logitech is an established name in the manufacture of personal interface products such as mice and keyboards. Logitech wanted to implement a web-based system that would help them connect with e-tailers, system builders, resellers, and mass merchants.

With Click Commerce, Logitech was able to fulfill its requirements regarding instituting special pricing for individual deals, marketing funds tracking, forecasting tools, lead management and other functionalities. Logitech wanted to improve the quality and consistency of its communications with its partners and it has been able to do so with help from Click Commerce.

Learn more about Logitech’s success with Click Commerce >>>

Company: Business Images, Findit-SA, Succeed magazine
Industry: Call center
Solution: Alchemix and GoldMine
Functionality: Business Intelligence
Cost: Free. No registration.
Challenge: To get the most out of Microsoft Excel

 ::: Three call centers excel courtesy Alchemix and GoldMine :::

Budget constraints leave smaller call centers ill equipped to take advantage of business intelligence. Standard reports simply do not cut it, with each manager wanting to apply their own unique style to the job of managing people. The result is that many call center managers turn to Microsoft Excel, because it’s a tool they are familiar with and with which they experience some level of empowerment. Publishing concern Succeed Magazine, uses Excel extensively for GoldMine reporting, to monitor and motivate the performance of its sales agents. Sales Director, Stephen Horszowski, explains “We are growing fast and as a result our needs are changing dynamically. Excel’s presentation capabilities and the ability to drill down make it the ideal platform to present all our data. Most importantly, because we are keen to up-skill in Excel we are independent and have control of our reporting, in our changing environment”.

Learn more about how three call centers have excelled courtesy Alchemix and GoldMine >>>

Company: Misco
Industry: IT provider
Solution: MiTech
Functionality: Contact Handling
Cost: Free. No registration.
Challenge: Replacing existing telephone systems with a more advanced one

::: Misco shifts location with help from MiTech Telephony :::

Misco is one of the top suppliers of IT products in England. When Misco decided to move to another location, it wanted an advanced telephony solution to replace its existing one. The solution had to be able to handle 800 positions and a call center with 300 agents.

Misco settled on a Cisco IP telephony platform provided by MiTech. The solution offered by MiTech enabled Misco to manage its contact handling functionality in a flexible manner and at the same time enjoy the benefits of IVR, ACD Workgroups, Call Recording, and Interactive fax. Misco is also able to train its sales staff better and more efficiently with the help of the CIC platform.

Learn more about Misco shifted location with help from MiTech Telephony >>>