Editalia Case History
Problem
During the analysis phase of the problems highlighted by the customer, the following were highlighted with particular concern:
- poor coordination and ineffective planning of marketing activities;
- insufficient communication between sales managers;
- poor planning in product promotion;
- too high levels of human error;
- insufficient analysis and scarcity of updated reports on sales results and trends;
- a frequent loss of new sales opportunities;
- the sales force complained about the lack of an overview of all existing opportunities and a great difficulty in effectively following the phases of the sales process on each opportunity;
- a lack of attention to post-sales activities made the management of complaints and returns unsatisfactory, negatively affecting the general image of a company capable of offering the public products of the highest quality.
Need
It was necessary to address the shortcomings identified in both marketing and sales and post-sales to bring the company’s efficiency and productivity levels back to appreciable values.
The customer emphasized how urgent it was to automate the sales cycle, in particular from the opportunity maturation phase to the conclusion of the contract and the subsequent management of any complaints.
Goals
- pursue integrated marketing management, paying particular attention to planning, optimizing results and measuring performance;
- obtain an optimized management of the sales pipeline and greater control over the productivity of the sales force;
- set up an efficient Customer Care system that would restore reliability and prestige to the company image.
Implemented solution
the implementation of the ZenCRM Customer Relationship Management solution, in its Advanced Edition, has allowed for optimized and efficient management of the sales process, from contract signing to the management of complaints and returns.
Company areas
Production and Technical Area / Customer Care
Benefits obtained
Thanks to ZenCRM it was possible to intervene effectively to fill those gaps and remove those obstacles that undermined the efficiency of the marketing area, inhibited the potential of the sales force and paralyzed Customer Care activities.
