by June 1, 2011 0 comments

The Problem: Before implementing this CRM solution, Essar Steel was not mapping any pre-sales activities for its customers. All customer information mostly resided in diaries of individual sales team members. Hence customer interactions, visit details were not captured, customer potential was never mapped.

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The Solution: The company wanted a CRM that would provide an efficient tool to capture the collective knowledge of prospects & customers, their requirements & expectations, operations & apps and also track and address customer complaints. Being a large project, the CRM implementation was planned in a phased manner. The first phase has been completed, wherein the company setup customer self-service portals, modules for pre-sales activities management and opportunity management for Hypermart customers. Customer complaint life cycle is also mapped in the CRM to track function wise SLAs.

The Result: The CRM has become the sacrosanct repository of all customer data. In just six months of its deployment, the company saw excellent results –530 prospects have been created in OE and 1056 in Hypermarts; 35000+ customer visits have been recorded; and 4000+ opportunities registered.

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