544M+
Sales Generated
45%
Increase in lead conversion
15%
Shorter sales cycle
12%
Increase in customer retention
About the Client
Name
A leading Germany based IPO dealing in oils and lubricants for motor vehicles
Industry
Oil & Lubricants
Location
Germany, South Asia
Business
They produce oils and lubricants for motor vehicles
Project Overview — Customized CRM with Job Tracker
Data is the new oil and managing customer data is the key to success for today’s businesses. So it’s very crucial to understand how you manage your customer data, visualise and analyse it to get actionable insights and take the
right decision for your business. This can be achieved by implementing a good customer relationship management system in place. However, a generic CRM system might support a single line of business but it cannot correlate opportunities
or understand the significance of data when you have multiple lines of business.
Our client is a leading German based IPO dealing in oils and lubricants for motor vehicles. They have various lines of businesses operating under the parent group. While they already had a sound CRM system in place to manage their
customer data, they wanted to develop a platform that could help them create strategic alignment between teams, sales, and customer service within the facility to closely track the progress.
Hence we came up with a solution to their needs which comes with a CRM platform with a job tracker module, to connect and manage all of their business operations for one of its esteemed clients to help them with each of their business
lines – all under a single digital CRM platform. This helps them to identify the right strategy for every opportunity and direct their workforce accordingly.
Solving manual process issues with collaborative CRM System & Job Tracker
Keeping customers happy is vital to ensuring business growth. And better customer service comes with better handling of customer data.
The client lacked a unified platform from which they could manage all aspects of the supply chain – vendor, inventory, customer and delivery. On the other hand, they followed a manual process of customer data handling which was
not sufficient enough to ensure improved service to the customers.
The online platform with modern CRM, combined vendor, inventory, purchase order and customer data under a single platform. This made the demand and supply gap identifiable at a glance.
The application also helps receive client signatures upon delivery and failed deliveries are tracked easily. The customer feedback system helps increase brand value and overall customer satisfaction.
Business problems
-
Slow manual process of customer data handling.
Invoices and purchase orders are sent manually to suppliers and customers resulting in slow conversions and delayed operations. The customer’s traditional system lacked a platform to manage leads, opportunities
and customers all under a single platform. -
Opportunity loss and missed appointments.
As there were no modern CRM systems, appointment booking with customers was random, often conflicting with another appointment. Lack of a proper calendar scheduling and reminders made the sales process inefficient,
often leading to opportunity loss.
-
Costly and time consuming.
Delivery jobs incurred more costs since routes were never preplanned and routes were often retraced. The client had to manually assign tasks, deliver jobs, and track performance. Scheduling was not possible.
-
No real-time tracking.
Real-time tracking of jobs, deliveries, and shipments were not possible. A lot of paperwork was needed at the receiving end of deliveries and during delivery failures. Also, there was no way to capture customer
feedback or to keep them engaged with the brand.
Business Benefits and ROI gained
- One single platform to manage all business verticals.
- The customized CRM system brings all the employees, administrators, vendors and customers together under one roof.
- The job tracker module reduces idle time and hence saves thousands of hours of job.
- The solution has helped the client to transform their business with accuracy, efficiency, and effectiveness.
- They have optimized their workforce management with insightful and actionable data generated from all their business lines.
- Millions of sales generated by implementing the customized CRM solution.
544M+
Sales Generated
45%
Increase in lead conversion
15%
Shorter sales cycle
12%
Increase in customer retention
Solutions provided by DreamzTech
Collaborative Sales Module within the CRM
The Sales Module within the system allows to create and manage orders along with access to invoices and purchase orders from a single collaborative platform. The application can record all orders, emails, call notes, and activities
of customers.
Scheduling and notification
The application allows to create and book tasks or appointments for customers easily resulting in efficient communication. The notification module sends out notifications via SMS and pop-up reminders to employees for the assigned
tasks.
Delivery jobs A to Z
The application has the ability to plan routes and drop multiple shipments on the way, which was not possible before. It can also schedule delivery jobs for customers and field employees. The system can also track live status
of every assigned job, delivery, and shipment in the platform.
Real time tracking
The CRM has a mobile app that comes for both android and iOS. The app helps receive client signatures upon delivery and failed deliveries are tracked easily.
Customer feedback and engagement module
The CRM solution comes with integrated feedback module to capture any feedback from their customers for the services they received. It also has an engagement module to keep the customers attached to the brand with various seasonal/
off season offers and social media activities.
Key Features
Collaborative Sales & Purchase Module
Create and manage sales & purchase orders from a single collaborative platform.
Suppliers, Vendors, Retailers, and customers – all under a single roof to ensure minimal demand and supply gap.
Digital Signature
This CRM feature allows to create new orders and invoices by adding a digital signature.
Client Value Creation
Customers can buy their products at a preassigned and historically correct buying price.
Calendar Appointments
The CRM feature allows to create and book tasks, appointments for customers to ensure efficient communication.
Managing Multiple Location
Manage and maintain multiple warehouses at different locations.
Quickbook Integration
The CRM system is integrated with an accounting tool for an efficient revenue and payout calculation. This module also allows them to generate, share and export financial reports.
Landed Cost
The feature allows to determine the actual cost of a product by using sophisticated landed cost module.
Reporting
The CRM system has an in-built reporting module to generate reports on profitability and margins for better forecasts and business decisions.
It also helps to evaluate employee performance from productivity reports.
Job Tracking
The feature allows to track every single job assigned. It comes with Map View and Calendar View options to easily track the jobs.
Notification
Notification module sends out SMS and email notifications to every single customer for delivery updates, ETA and updates on transit.
Delivery receipt and Digital Signature
Delivery receipts has digital signatures of the customers to ensure that the delivery has been successful.
Scheduling
The feature allows to schedule delivery of jobs by selecting the customers to be served and map them with the appropriate field employees.
Route Planner
The feature comes with a route planner along with route tracker where they can plan routes for delivery personnel and drops multiple shipments on the way.
Feedback System
This feature allows to capture customer feedback and suggestions for improvement. This in turn helps to improve customer service and satisfaction.
How DreamzTech helped and ensure end-to-end solution
Requirement Gathering and Analysis
Onshore Business Analysts from DreamzTech interviewed stakeholders from client premises and gathered requirements for the project. They worked with offshore Business Analyst and Solution Architects for analyzing the business objectives
as discussed with the client.
Project Planning and Execution
The dedicated team assigned to the project analyzed the objectives of the project and the probable solutions to determine technologies to be used, database structure, data flow, and microservices. Agile Project plan and backlog
document and sprints are planned.
UAT and Deployment
Our team consisting of Project Managers, Tech Leads, Designers, Developers, and Quality Analysts worked with the client for 8+ years and delivered multiple versions of the platform along with several new enhancements following
Agile methodology for technology implementation with continued support.
