Lorge boosts Logic Group’s client services with Sage CRM solution
INDUSTRYBy BiztechAfrica - Aug. 9, 2012, 8:54 a.m.
Accounting and business management software solutions specialist Lorge has implemented a Sage CRM software solution for Logic Group to boost its customer sales and services and deliver rapid response to customer needs.
“The Sage CRM programme captures all customer interactions and logs all queries while ensuring software renewals and priority support package renewals are promptly attended to,” says Gustav Du Plessis, Lorge’s CRM corporate salesperson.
“The CRM software enables Logic Group to be proactive in its communications with clients at all times, customising and streamlining the sales and support process. It also ensures standardisation of proposals following marketing department criteria and enables all sales proposals to be approved before presentation to clients.”
Du Plessis adds that the requirements of Logic Group are similar to other organisations within the professional services industry. “We added new functionality such as travel distances and time which assists both consultants and financial departments to bill more accurately. The CRM system also stores valuable supplier BBBEE information for Logic Group’s annual BBBEE certification process”.
The information stored in CRM also enables Logic Group to build up accurate client profiles and assists the marketing department in the organising of targeted customer campaigns and activities such as golf days and other social events.
“Staff are able to spend more time on tasks at hand as the time taken to assemble the correct information is significantly reduced. With a complete 360 degree overview of its customer base Logic Group is able to make well-informed and accurate decisions to provide the best possible customer service and support”, says Lorge senior consultant Michael Camacho.
Client communications by email, telephone and documentation are all quickly available for review and action within the CRM database. It identifies the specific software solution used by the client and contains software licence and remote access codes to assist consulting teams in providing rapid, accurately structured support services.
Camacho says the CRM solution has become a powerful business tool, overcoming problems such as not knowing the current status of leads, opportunities or support calls and which consultant had last dealt with the potential client.
“As it is a live system, anyone within the organisation is able to stand in for an unavailable sales executive or support consultant with a full history of activity and progress. The CRM system, with all client proposals and external related documentation that has been scanned in and which is stored, by customer, in a central source, ensures more efficient and professional business evaluation, support and services.”
“A significant benefit since implementing CRM was that the sales team have more time to conduct product demonstrations and this has had a very positive impact on the overall business.”
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