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Case Studies
Sales Force Automation Improvement for CCT
Situation:
Coating and Converting Technologies, Inc. (CCT) specializes in adhesive coatings, transfer tapes, and double coated tapes for a wide variety of material, making its customer base wide and varied. A major problem existed in the company’s third party customer relationship management package, which was used to assist the sales team in managing its client-base. Because of deficiencies in the original system, the sales team performance was diminished as was its ability to communicate with customers. Limited capabilities with the systems’ update process meant necessary customer and contact information often was inaccurate. Existing security measures allowed for unauthorized access to data. Adding to the aggravation, the quotation process was manual and paper-driven.
Solution:
To summarize our work at CCT:
· Redesigned the work-flow procedures within the quotation process
· Integrated fax/email capabilities
· Added access controls and privileges for individuals in the Sales team and Sales management
· Made data more consistent and easier to maintain by allowing for changes to be made in one place
· Redesigned the User Interface to provide a more user-friendly look and feel throughout all of the systems.
Result:
The result of this work provides a variety of benefits to CCT:
· Sales team now can store all quotation documents in a single location in an electronic format.
· Users can create, update and manage quotes more easily by clicking a button rather than printing and faxing all related documents.
· This capability extends to staff members working on laptops in a hotel room while disconnected. Their work simply queues up and processes each time they connect to the internet.
· The overall process of maintaining customer information and correspondence documents has been simplified to provide a much more efficient application set.
· The Sales management team now views data which accurately depicts the activity within their customer base.
· Information is only accessible and can only be changed by authorized personnel.
Overall the Sales team is much more efficient and is able to more time on making sales and less time on paperwork.
Declared a success by the client, the Software upgrade project has led to additional work. We look forward to implementing additional work-flow projects to further streamline our client’s systems.
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