Manage lean processes with outstanding customer service

... Oh, and it saves you time!
Here, Phil Callaghan – managing director of Batley based Caltech, one of the UK’s leading providers of CRM, outlines his top tips of how xRM can ensure that your manufacturing or service organisation is striving beyond the recession in better shape than ever

It's official. We are at the end of the recession – or so the economic press and newspapers say. The thing is that everything doesn’t go back to how it was. Although there is some growth in the market it comes with some trepidation. Buyers confidence will have altered. More people than ever are saving. However organisations can grow coming out of the recession and be stronger and more effective going forward. By maximising its assets and providing the right solution, at the right time, cost and quality, together with responding quickly to the ever changing customer needs and standards. Meeting these demands requires the ability to make quick decisions based on your actual business data.

This is where xRM can help. xRM is anything relationship management; and it works. xRM is managed by Microsoft Dynamics CRM, which can significantly help build the success of manufacturing, construction and service organisations.

Eight to elevate success:

• Visible customer information : with all your customer information in one place the organisation can start to exploit cross sell, up sell and after sales opportunities. Each customer record will be linked to the relevant service contract, warranty information and other documentation that will help you to maximise your sales potential and help to retain your customer base. Connecting processes across your teams, sales, marketing and service will increase efficiency.
• Service maximization : this is a key profit target for the industry. Track the customers that are eligible for service and set dates for scheduled maintenance using one calendar for the whole organisation. Field staff will be able to include notes on their service calls giving intelligence to the desk based staff which will improve customer experience and again customer retention. Microsoft Dynamics CRM gives easy to use tools that can manage and schedule maintenance, support and repairs.
• Track your sales performance : by allowing sales people to track their opportunities and monitor success. Every business needs to have the capability to react quickly to the changing environment and Microsoft Dynamics CRM will help to increase service levels and profitability by tracking warranty information and the lifetime of the equipment.
• Business Information : using Microsoft Dynamics CRM will give you essential information allowing easily generated reports that will display who your most profitable customers are, which products or services are generating the most profit and give you the ability to manage inventory availability and production schedules. CRM functionality can be mapped to lean and just in time inventory strategies.
• Quote quickly and expedite the sales cycle : Microsoft Dynamics CRM will give your organisation the capability to quote within minutes, without error, and then track the opportunity though the system. It will never be forgotten and will be pushed through much more quickly.
• Supplier Management – Microsoft Dynamics CRM can assist in tracking and providing reports about suppliers to ensure they are delivering to time, cost and quality and will aid in building a closer relationship.
• Integrate – think about integrating Microsoft Dynamics CRM with other business critical or legacy systems to maximise the investment.
• Ensuring your investment works : Microsoft Dynamics CRM works as an extension to Microsoft Outlook which aids end user engagement.

xRM gives manufacturing, construction and service industries the capability to quickly gain insight into their organisation about customer trends and service delivery, and can help to shape their organisation going forward by responding to changing demands of products and services. It will also enhance and get more from their customer base by ensuring everyone has the right information at the right time.

As manufacturing organisations continue to strive to increase turnover and fight to reduce costs for serving customers, they look towards solutions that will support sales and service making life easier. Microsoft CRM provides a cost effective solution.