Systematic Customer Relationship Management
Industry
Event and Training
Business and IT Challenges
- Customer Relationship Management: Sales leads are distributed across sales representatives in the sales department. They were using Excel spreadsheets to capture the information from customer information to communication log to sales meeting agenda and minutes. However, keeping data in Excel spreadsheets made it hard to track the data input as there was no way to track when and who alter, update the information entered before. There were no accurate and systematic ways for the management team to track the sales cycle and sales results from each sales representative.
Immediate Needs
- Customer Relationship Management Component
Outcome
Structure
Singapore Quality Circle Pte Ltd sales team can now track, monitor and report the health of a sales process from beginning to end, which delivers a more predictable outcome. New customers have been acquired with a shorter sales cycle and repeating orders have been increased thanks to the improvements in customer service. Sales Manager can now always stay updated on the priorities Team Members are working on, enabling them to manage the team more effectively as well as increase performance. Every bit of communication is now logged and tracked. Data is entered in a timely manner and well-maintained by each member on sales team.
Max Mok, Executive Director of Singapore Quality Circle shared with us, “I am a strong believer in Customer Relationship Management (CRM) because I know how useful the tool is to doing sales. I have been using various CRMs. They are powerful but extremely complex. It could take up to 2 months to just get a hang of a CRM. So when I saw KUMO CRM for the first time, I knew it would work for our business immediately given my experience with CRM. We used to try out so many CRMs. In the end we gave up because they are not customized to our specific sales processes. We had to return to the old fashioned way of Excel sheets until KUMO CRM came along. KUMO CRM is simple and the user interface looks very much similar to Word and Excel. That reduces the learning curve and ramp up time for our sales team significantly. Instead of spending months to learn how to use the CRM, it only takes our team an hour to get to know the system.”
Visibility
The systematic sales processes help the Executive Management Team continuously gain visibility at each critical milestone of the company. Management is able to stay current on the overall company’s sales performance and productivity.
Max said, “I am expanding my business very quickly to Malaysia and Indonesia. Therefore, I have been traveling extensively. While traveling I am still able to monitor the sales in Singapore as I can get access to the customer database while I am on the go. I can still coordinate with Singapore sales team and support them when the need. We have seen an increase in sales a month after KUMO CRM was rolled out.”
New Hire Orientation
For new hires, orientation now is reduced to a couple of hours thanks to the consolidated information stored in KUMO. The business processes and rules set out by Executive Management Team and Sales Team are now documented and shared among company team members so they know exactly where to locate the data they are looking for.
Customer Satisfaction
Not only do Executive Management Team are happy with the results brought about by the new structured introduced but the Sales Team are also pleased with the system and service received from KUMO which helps them spend more time with their existing customers for better customer relationship.
Sophia Kuik, Account Manager of Singapore Quality Circle shared, “As a CEO, Charlotte is a meticulous & diligent person. After engaging her services, she always made visits to us to ensure we do not have any problems with the products/ services. She attends to her clients’ calls or emails regardless of weekends or Public Holidays. She gives her best and ensures her clients obtain good productivity results with her company’s products/services.”
After using KUMO CRM on a daily basis, Sylvia Liu, Account Manager of Singapore Quality Circle stated, “KUMO CRM is a user-friendly and comprehensive CRM system. The software targets Small-Medium Size Enterprise at a cost-effective price. Charlotte has always been helpful throughout the service, striving for highest customer satisfaction level. I strongly recommend Charlotte as a reliable and trustworthy business partner and individual.”
