Bell Canada’s – Crm Implementation

...

involved in its implementation. As a result, company increased its customer retention by additional focus on the customer and buying behavior. CRM helped to improve the customer experience with better interactions and increase communication between customers and company. It also helped company in preparing reports easily and made work easy by using automated task series. CRM has made Canon to decrease its investment into marketing and support expenses and enable organization to assist sales team to achieve targets.

Canon is one of the CRM success stories that pursue innovation for a better tomorrow. By choosing Canon products customers are supporting the company’s environmental efforts. Their R&D centers engage in developing technologies that benefit the company and customers as a whole.

DHL Express- CRM Implementation

DHL Express is a division of the German logistics company Deutsche Post DHL providing international express mail services. Deutsche Post is the world’s largest logistics company operating around the world with 4400 offices are scattered over 220 countries worldwide. Two thirds of its offices are owned by DHL leaving less space for third parties and have advantage over competetitors.DHL has staff in almost every country where it operates. They help to achieve better transit time, efficient billing, easy tracking etc. It has 238 gateways and around more than 450 terminals, hubs, warehouses etc. They have more than 400 aircraft that help achieve the fastest means of transportation to any destination, effective shipments, and reliable, efficient service to 4 million customers.

DHL used Salesforce.com as its CRM platform so that could cater to a global network and ultimately provide a holistic view of the customer right across the globe. Salesforce.com has the option to customize DHL solutions in order to serve customer needs. The time to implement took six months including integration with existing system. This was done to ensure that there was centralization of data. The chosen CRM solution received acceptance of employees and integration to DHL Global Mail’s other systems. It achieved an integrated approach to the customer worldwide and a single view of the customer as well, that has resulted in making DHL Global Mail a leader in mail solutions. By using Sales force CRM solutions DHL was able to focus on the needs of the customers.

DHL has recently launched the DHL Partnership CARE (Customer Activation Resolution and Enhancement) Program. Its goal is to advice customers with different logistic needs from its experts resulting in increased efficiency and accountability. The purpose of it is to address customer needs through personal support, create, and maintain customer relations. This was all part of DHL’s commitment to provide better service to its customers. The implementation of Sales force’s CRM helped it achieve its objectives.

References:

www.crminfoline.com

http://www.crminfoline.com/crm-articles/crm-bell-canada.htm

http://www.crminfoline.com/crm-articles/crm-canon.htm

http://www.crminfoline.com/crm-articles/crm-dhl.htm

http://www.computerweekly.com/feature/Case-study-Bell-Canada-rings-up-big-revenues-with-Infor-CRM

...