“Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.” – So truthfully said by Steve Jobs.

In today’s era, Enterprise Customer Relationship Management (eCRM) has expanded its boundaries to traverse beyond plain maintenance and management of customer relations and now also showcases business strategies to involve implementation of policies, processes and technologies. The complete focus area of any business has now transformed from process-centric to customer-centric, with almost all industry zones adapting this concept.

Fundamentally, eCRM is a business strategy that guarantees you enhanced profitability and reduced cost with a huge gain in customer satisfaction, loyalty and support. The major selling point of Enterprise CRM software lies in getting together information from disparate data sources so that enterprises have a holistic view of the customer. This certainly increases up-sell and cross-sell opportunities and assists enterprises in high-end decision making.

Theoretically, a lot has been written and said about eCRM software but what turns out the best is to understand its potential through an actual case study, which showcases how eCRM software has yielded affirmative results in a live environment. Let me run you through one of the most challenging case studies, which got simplified and scalable owing to this wonderful solution.

Overview

A leading global automotive manufacturing company’s sales team was spending a large amount of time in non-revenue generating activities and did not have right of entry to important real time ERP data while on field.  Imprecise resource planning was also a matter of worry with a lot of haphazard and non-documented sales activities.

The proposed eCRM software focussed on the below objectives to overcome the difficult areas:

• Allow field force with anywhere, anytime access to system
• Empower dealers with capability to raise orders, communicate with field sales team and have online access to loyalty points and redemption
• Realize orders in real time , boost win rate and grow revenue
• Augment face-to-face selling time

Solution

The eCRM Application Development was done after doing a gap analysis. The “Go to Market” time was only 6 weeks and this was possible due to the availability of a robust and highly customizable framework.

A very well planned implementation assisted in creating a success business case and the company was able to achieve its ROI within two quarters instead of the planned 4 quarters.

Prominent points related to the planned implementation approach were

• Phase wise roll out with a pilot rollout for a test region with 20 to 30 users for a month, instead of all at a time.
• Powerful training on the application highlighting the benefits of using the application which helped in getting the end-user buy-in.
• Planned post-implementation support by setting up a helpdesk with toll free numbers. Accessibility of helpdesk support 24×7 which was SLA driven.
• Ease of maintenance and enhancement of application features, as the framework was responsive and developed using cross platform capabilities which worked seamlessly across multiple user communities, devices and platforms
• Top management support by encouraging healthy competitive environment, incentive schemes and control and monitoring thru the sales dashboard and analytics provided by the system.

Prime Benefits

• Achievement of ROI in two quarters
• Customer touch time enhanced by 50%

Success of such an implementation is sure to bring a boost to eCRM Application Development and an addendum of trust into these solutions.

SPEC INDIA’s Enterprise CRM solution – “Renaissance”, encompasses the enterprise workflow for a diversity of audiences like sales teams, service and maintenance teams, dealers and distribution channels. Inclusive of dealers, it also possesses 3rd party legacy system integration.

Visit www.ecrmsolutions.co and request a FREE DEMO to know more about this product.

This post was originally published on http://ecrmsolutions.co/blog/realize-the-power-of-ecrm-through-a-concrete-case-study/