Engineering Innovation in
Digital Industry
Standardize customer relationship processes, simplifying and speeding up the production of sales forecasts. We did it for an international industrial group.
Approach & Solution
Approach
The industrial group, working in the automotive, aerospace, energy and consumer electronics markets, experienced a fast growth, that occurred also through acquisition processes and fostered a high degree of autonomy of the different branches.
The group highlighted the need to share client’s information with all the offices, especially with respect to global accounts, to redefine and generalize sales and support processes. The objective was to simplify, standardize, and accelerate the production of the business forecasts and finally to improve the management and qualifying activities of the leads by attending a number of international trade fairs.
The group highlighted the need to share client’s information with all the offices, especially with respect to global accounts, to redefine and generalize sales and support processes. The objective was to simplify, standardize, and accelerate the production of the business forecasts and finally to improve the management and qualifying activities of the leads by attending a number of international trade fairs.
Solution
Our consulting activity began by training the group’s Top Management on CRM and Marketing aspects in B2B contexts. We then carried out an assessment that allowed the group to identify the actions to carry out on the management levels (processes/human resources), to design the to-be application architecture and develop the business case.
Once the investment was approved, we supported the client in the activities of governance, change management and user adoption. Today the CRM Corporate Template that we implemented is used by the group’s branches to support the activities in the sales, marketing and customer care areas.
Once the investment was approved, we supported the client in the activities of governance, change management and user adoption. Today the CRM Corporate Template that we implemented is used by the group’s branches to support the activities in the sales, marketing and customer care areas.
Results
Standardized sales and support processes
Increased new clients with lower acquisition costs
Reduced time and costs for sales forecasts
Reduced average response times vs customers
Project value
Innovation
Process performance
Project Team
CRM & CX Consulting Service