Waveform Solutions
This innovative mobility solution provider increases customer
service levels with SageCRM. Here, we learn how this powerful
system from Sage empowers staff to serve customers even better.
Established in 1988, Waveform Solutions increases their
end-customers’ efficiency and productivity through innovative
wireless warehouse and sales solutions. Their wide range of
state-of-the-art wireless hardware allows companies to automate
many operating needs including on-route sales & deliveries,
sales field forces, stock control, and warehousing. Data captured
by Waveform Solutions’ Mobile Computers can be easily integrated
into most back-office systems (including Sage 50), minimising
capital tied up in stock.
“We provide a wide range of solutions that enable companies to
minimise costs and increase efficiencies to meet the challenging
times we all face,” Philip Moore, Waveform Solutions’ Technical
Director states. “For instance, our warehouse applications provide
information that is updated in real time, increasing efficiency and
accuracy while lowering costs.”
High levels of growth motivated Philip and Waveform management
to search for a method that would increase customer service levels.
“In our early days, we were using a manual system to track and
expedite customer repairs,” Philip states. “But as we grew, our
Service Level Agreements were being compromised because we might
spend half a day attempting to track a specific product back to a
given customer. It was an inefficient process that resulted in
delays, inefficiencies, and decreased customer satisfaction.
We recognized that we required a method to increase our efficiency
and productivity in order to service our customers better within a
growing business.”
Waveform Solutions contacted FDS Technology, an award-winning
Sage Business Partner. Having analysed their challenges, FDS
recommended SageCRM. SageCRM is an easy-to-use, fast to
deploy, and feature rich Internet-enabled customer relationship
management solution that provides exceptional customer data to
drive sales, marketing, technical support, and similar operating
requirements. Available on a 24/7 basis, SageCRM empowers companies
to develop exceptional customer relationships thereby increasing
customer service levels, sales opportunities, and yielding an
exceptional customer experience.
“We use SageCRM as a method of expediting our growing areas of
repairs and related projects. SageCRM has empowered 12 users in our
technical, sales, and marketing teams to increase efficiencies,
leading to much higher levels of customer service.”
SageCRM provides efficient processes that yield timely repairs
and increased customer service. “Our repair process is now much
more efficient,” Philip states. “As an example: Today a customer
might telephone stating that they are sending in a mobile device
for repair. Using SageCRM, our technical people will open a Return
Materials Authorisation (RMA). That RMA will be emailed directly to
the customer. The customer prints out the RMA and attaches it to
their device. The device will then be collected by our courier.
When it arrives here, the attached paperwork provides us with all
necessary information to help us expedite the repair.
“Our Technical team will then open SageCRM, booking the item in.
Another email is dispatched to the customer, indicating that the
item has been received by us, and is now being repaired. Our
engineers will then repair the device, noting the time taken and
materials used to make that repair within SageCRM. The repaired
product will then be repacked and despatched via courier back to
the customer. That information is also emailed to the
customer.”
Information emailed to the customer regarding repair status
significantly increases customer goodwill. “Since installing
SageCRM in April 2009, we have seen a significant decline in
customer calls, looking for the status of any repair,” Philip
explains. “Emails sent from SageCRM provide customers with vital
information. They no longer have to phone us to get an ETA. We’re
able to be pro-active. And that helps to maintain exceptional
customer relationships.”
SageCRM also helps Philip and Waveform to provide customers with
service level agreements that exactly fit their needs. “With the
critical data contained in SageCRM, and which is available to us
instantly, we are now able to generate Account Repair Plan reports
that provide us with specific customer service data: how many
repairs we conducted for a customer, how long it took, and the
underlying costs.
“That report may indicate that we can help to save our customers
money. For instance, if a given customer is on a high-level service
agreement, yet their service history indicates a lower-level
requirement, we can recommend a less expensive service level
agreement to them.”
Information provided by SageCRM helps Waveform to maintain – and
increase – customer contracts, thereby generating valuable
recurring revenues. “Prior to SageCRM, generating an accurate
Account Repair Plan for any given customer might take two hours.
Now it takes only minutes. That’s an exceptional increase in
productivity that has led longer-termed customer
relationships.”
“I absolutely recommend SageCRM as a method of increasing
service level efficiencies and productivity,” Philip states. “Due
to the valuable data saved in SageCRM, we now have the opportunity
of empowering our staff by providing them with instant access to
customer-specific information. They no longer have to escalate a
query to management. Rather, they can provide customers with
answers on the spot. Our sales team is also empowered because they
can use SageCRM to gain in-depth insight into customer histories.
That knowledge is power because it allows them to see opportunities
where we can grow our business.”
Philip also praises Sage Business Partner FDS Technology. “FDS
Technology has become a true partner to us. They have gained an
insight into our business, helping us to get the most out of
SageCRM.”
For more information - Waveform Solutions,
Telephone: 01 601 3000,
Email: solutions@waveform.ie ,
Web: http://www.waveform.ie/