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Case study

How Cosmos, CNC manufacturer has managed sales with Sangam CRM

How Cosmos, CNC manufacturer has managed sales with Sangam CRM

Cosmos Impex is a successful high-technology CNC Machine Tool manufacturer. It was established in 1987 and has robust manufacturing systems, and advanced technologies.

Their products include HMCs, CNC Turret Lathes, Horizontal/Vertical Machining Centres and CNC Vertical Machining Centres.

Industry

Manufacturing

Location

India

Purpose of Using CRM

Sales Management

They enjoy a strong presence in the Indian market and are one of the leading importers of quality imported machined components and assemblies. Recently, they entered into IT field and also came up with software products. 

They are a reputed exporter of machined components and assemblies to the European market.  Their team strength goes above 700+. Total turnover ( 2018-19) over USD 45+ Million with over USD 6 Million in exports.

Challenges Faced by Cosmos.

As their team expanded, the complexity of managing sales, people and processes increased. Challenges faced by Cosmos are as follows:
  • Their business model is like they sell their product to channel partners or dealers. Generally, they have corporate or repetated customers.

     

    Before using Sangam CRM, they used a customized solution where they use to manage stock and used excel for sales management.

    They wanted to have one solution that should take care of lead management to follow up to get their sales deal close.

  • Their lead source is reference and website, but keeping an eye on that leads was difficult because they get leads on mail but again, maintaining and keeping track of “what conversation they had with customers?”  “had they addressed lead or not?”  was not maintaining properly.
  • They have a long sales cycle, and their sales duration may go up to six months to get sales close up.

     

    If multiple people get involved in one sales process, which was managed in excel then it was hard for them to know what conversation they had before with customers.
  • They were even facing problems in making quotations. They have many products that go as a suggested product with the main product quotation.

     

    Their quotation sending process has two main levels, initially sending quotation with the standard pricing and then revised quotation after negotiation process with the customer.

    They used to make quotations with different formate in doc files manually. Second, there are suggested products which should come in quotation with relation to the main product; managing all this every time manually was hard for them.

    In their quotation sending process, two different teams get involved. Quotation is prepared by the back office team and finally sent by a sales team. Managing this manually through the doc was creating a lot of complexity for them.

  • They used separate tools or Platforms to manage leads, quotations & most of their business functions. Because of this, their data were scattered over different platforms.

     

    To manage the progress of individual data across the different platforms was the major challenge.

    As there was no single platform to maintain all records and detail, It was hard to make business analyses from the scattered data. 

  • They were not able to generate reports for their business like “how many machines got sold at this particular month?” “who created most leads from the team?” “How many leads are getting converted into opportunities?”

     

    Before, generating customization reports and analyzing them was impossible as data were recorded on different platforms.

  • Before, it was hard for them to take follow up on customer  pending payments, like “how much payment has been left from the customer?” “Date on which to call the customer for a follow-up?”. 

Situation after using Sangam CRM.

  • After implementing a CRM system, the company found solutions to many of its problems. 

  • Lead management process became manageable as all leads started getting records in lead module.

    Now, sales manager can assign that lead to particular sales team member. Assign person will do follow up and update what conversation they had with customer. 

  • Through the above process, sales management became smooth, all details and record of particular customer started getting saved in one place, anyone from the team(who has access) can able to check the sales status and take update.

  • The most significant benefit was in the form of quotations. Now, they could send quotations with many related group products, with prices and features through a single click.

    We gave them a lot of customization options in the quotation module according to their business requirements.

  • They have three types of offers with customers, standard offer, final offer, and revised offer. We designed the quotation formatting according to their business model.

    There are a lot of terms and conditions with their quotations. In our Sangam  CRM, we have designed a special quotations format for them which come automatically after choosing the quotation type to make their work process easy.

  • Two different teams are involved in the quotation process, a quotation is prepared by the back office team and sent by the sales team.

    Now, As they started using Sangam CRM, all details and activities of every particular customer are available in their account details in one place.

    So, once the lead is created, the back office team drafts a quotation, and from there only, the sales team varifies and sends the final quotation.

  • In Sangam CRM, now everything gets recorded in one place, means, no scattered data, which also leads to generating reports very easily.

    Now, they can able to drive reports on regular, weekly, or monthly baises according to their requirement. 

    Major reports which they use are Sales report like “expected sales vs. achieved sales of particular month”, Lead reports like “How many leads are getting converted into opportunities?” “Who has created more leads in particular month” and expense reports like “ cost of per executive visit to customer place.

    After using Sangam CRM, their analytical capability has also improved. Now they can play with live data and customized reports through grouping and even export that data if required. 

  • In Sangam CRM, we have one particular module as a payment module. This module helps in keeping track of how much payment from a particular customer is outstanding and the expected payment date, which really helped them in managing their payment follow-up and cash flow management.

    In this way, after using our Sangam CRM, their overall sales flow improved which leads to better sales revenue then before.
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Case study

Sangam CRM Help Warmex to Grow their Business

Sangam CRM Help Warmex to Grow their Business

Delhi-based Warmex Home Appliances are manufacturers and exporters of Electronic Home Appliances.
With an extensive network of 12000 plus dealers and 100 plus after-sales service providers, Warmex provides quality Home Appliances and after-sales services to its customers nationwide.

Industry

Manufacturing

Location

India

Purpose of Using CRM

service and ticket management

Initially, Warmex was using excel to manage the majority of its business processes.

As the company’s customer base and product varieties grew, warmex faced difficulties managing services and tickets.

Soon they realised that the system they were using wasn’t enough to address their challenges. And that’s when they decided to switch to a Dedicated Solution to solve their challenges.

Challenges faced by Warmex.

Warmex was majorly facing challenges with Service & Ticket Management. They were facing challenges at both Head office & service centre end.
  • The overall time for allocating the customer complaint received on call to the concerned Appliance team was high. This problem, though looks small but had a significant impact on customer satisfaction

     

  • The Warmex head office team also had difficulties verifying the Appliance’s Warranty for which the customer had raised the ticket.

    As the warranty had a direct impact on the overall service charge, they needed to identify the warranty. But back then, warmex did not had any system to cross-verify the warranties.

    This unavailability to cross-verify the warranty might have resulted in losses if the parts were provided for free even though they
    were not in warranties. 

  • Once the complaint was received, warmex also had trouble allocating the raised ticket to the concerned service centre. And even After allocating the ticket to the service engineer, warmex had no system to track whether a service engineer had responded to a raised ticket.

    As there was a delay in allocating tickets and as there was no system to track the status of tickets, it again impacted customer satisfaction when they did not receive timely service.

  • Now when the service engineer reaches to customer’s place, and if at all he finds any spare parts to be replaced, he had no formal system/means to request head office for the spare parts.

    If there were any system in place, the service engineer would have been able to order the spare parts easily, and this might have affected the overall service time.

  • The Head office had no system to check which spare parts and in what quantity had been requested by the Service Center/engineers.

    Additionally, warmex had No Tracking of whether the spare parts have been sent or are yet to be sent.

    Also, there was no tracking whether OLD Faulty Spare parts which were replaced by service engineers were returned to Head Office or not.

If the data of these things were tracked and available to them, warmex could have pre-stocked or Pre-ordered highly-demanded spare parts from their suppliers. or they might have arranged or made the highly demanding parts available to the respective service centres. This would have major impact on service delivery time.

Situation After Using Sangam CRM & Synapse Telephony

After understanding their key challenges and their implications, we deployed two of our solutions in Warmex. I.e. Synapse Telephony and Sangam CRM.
  • With Synapse’s IVR feature, WARMEX could automatically route the customer’s call easily to the concerned appliance team. This reduced the overall call duration time for ticket generation.
  • Because now Sangam had all the information related to the customer, the concerned Appliance team gets a pop-up of relevant information before/while addressing the customer call. 
  • The customer details available to call agents also include the Warranty details. This allowed agents to quickly verify the warranty status of the customer’s appliance for which the complaint is being raised. 
  • Now, since the HO team had all the data of service centres, they were able to allocate the ticket to the nearest service centre quickly.
  • With the help of Sangam’s OPR Dashboard, they can easily see the numbers of tickets raised customer-wise, area-wise, product wise and Month wise.
  • The HO team can also see the number of tickets allocated to each centre from the same Dashboard.   
  • With the help of Sangam’s report, they can easily identify the average time taken by the service centre to resolve the tickets (Customer complaints). 
  • Since the Service center/engineers also have access to Sangam, they can easily check the number of tickets allocated to them and their respective status. 
  • From the same ticket, service engineers can easily request spare parts. And the request gets reflected in HO’s CRM. This allows the HO team to quickly dispatch the spare parts to the service centre’s location.
  • Since the spare parts are requested from the CRM, service engineers can also check the status of each spare part they have requested, whether it has been dispatched or not. 
  • As the HO team now knows that the service team is requesting the new spare part, they know that the service team has faulty unworking spare parts. And this way, they can easily track the status of the return parts.
  • Apart from these, with the help of Sangam CRM, once the ticket gets assigned to service centres, Engineers immediately get all the information about the customer who has raised the ticket. 
And Customers who have raised the tickets get SMS alerts at different stages. They get SMS while Confirming the ticket, also when their ticket gets assigned to the service centre and also at the time when the service engineer is closing the ticket. And that’s how with the help of Sangam CRM and Synapse Telephony, enjay was able to help warmex address their challenges.
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Case study

How Autohanger Overcame its Challenges. 

How Autohanger Overcame its Challenges. 

Autohanger is India’s one of the leading franchise partners of Mercedes-Benz. 

Along with selling Luxury cars, one of the divisions of Autohanger also looks after selling insurance to customers. 

They have partnered with different policy providers to provide their customers with a variety of policies to choose from.

Industry

Health Insurance

Location

India

Purpose of Using CRM

service and ticket management

Along with selling the insurance to customers who have bought vehicles from their outlets, a separate team also looks after selling the insurance to outside customers.

They had been managing the entire process of pitching the insurance policy to customers, to issuing the policy for customers through Excel.

Autohanger faced some major challenges while handling this process through excel; let’s look at their challenges.

Challenge Face by Autohanger Team.

Following were the challenges faced by Autohanger. 
  1. The insurance selling process consists of different stages. The major challenge for AutoHangar was to track or identify the progress of the client’s insurance.
    • Whether a client has finalized any insurance,
    • Whether clients have made the payments, 
    • Whether the Account team has received the payment,
    • Whether the team has collected required documents,
    • Whether the team has issued the insurance policy,
    • Whether the insurance has been dispatched to the client. 
    • Whether the client has received the insurance policy and required invoice. 
    This might have resulted in customer dissatisfaction if the client had made the payments, but he/she didn’t get the timely delivery of policy as the proper tracking was not in place.
  2. For people at the manager level, there was no proper means to track individuals’ performance.
    • How many calls were made by each agent? 
    • How many of the total leads got dead? 
    • What were the major reasons for leads getting dead?

    In such situations, it gets difficult for a manager to measure the productivity of individual agents.

  3. Insurance selling involves two perspectives, the discount part on the customer side and the commission part on the policy provider side.

    For giving a discount to any customer above a certain percentage, the agent had to take approval from a senior person as it directly impacts the commission received from that deal. This approval was done manually, and it involved a lot of paperwork. 

    A delay in approval could result in losing a deal. And hence the process needed some changes. 

  4. Each Agent had their own separate excel sheet for managing the entire process. This means the customer data was not centralized at one location.

    Since the data was not centralized, it was challenging for the renewal team to keep track of renewals.

    Also, having data in an excel file was not secure. The data can be easily replicated and shared.

After going through their case and understanding their business flow and process, we deployed 2 of our Solutions. Enjay Synapse & Sangam CRM

Situation After using Sangam CRM

  • Sangam CRM not only allowed Autohanger to centralize their customers’ data, but it also allowed them to track the progress of customers’ Insurance policies over different Stages. 

    Now, managers can easily track the status of Insurance policies from the CRM. 

  • Upon completion of an Activity on one stage, an activity for the next stage automatically gets generated. Managers of that stage can easily assign that task/activity to agents below them.

  • Each Activity Assigned to Agents has its timeline. On their respective dashboards, agents can easily see the total Activities to be done before the end of the day. 

    This allowed agents to finish all assigned activities before it gets overdue. Managers can also track agents’ Activities and push them if the activity is Overdue.

  • Sangam CRM also allowed Auto-hanger to set an Approval Flow. Agents don’t have to go physically to their seniors to get approval on discounts. 

    An automatic approval request gets generated in CRM, which goes directly to the concerned senior Member. From the CRM, that senior person can approve and disapprove the request.

  • Through Reports of CRM, Managers get reports on the total number of Calls made by each Agent. This allowed managers to track Agents’ Performance.

  • Managers also get reports on the Total deals won by each Agent. This allowed managers to track Agent’s Productivity. 

  • The Schedule Report feature of Sangam CRM allowed Autohanger to schedule a report for Renewal. This schedule report allowed the Autohanger renewal division to work on deals whose renewals are near.
And this is how Autohanger overcomes their challenges.