BMT Big Size Print Shop Ltd.
ul. Gustawa Eiffel'a 4
44-100 Gliwice
tel 032 775-35-55
Managing Director: Dariusz Garczyński
The history of cooperation with BMT
Decision about the cooperation was made in February 2005. BMT decided to cooperate with NetCRM in an SaaS model- licences are paid monthly, and the application is installed on hardware resources of NetCRM, also maintenance, modernizing, and protection works are executed exclusively by the solution’s supplier as part of the monthly licence payments.
1 stage – organizing the work of sales representatives
BMT’s sales representatives are scattered on the area of whole country and Germany, where company’s products are also delivered. That’s why during the first stage the most urgent need was to introduce a system of business events registration through every salesman, including – in particular – registry of trade visits held.
NetCRM turned out to be a tool perfectly fitted to BMT organization and its requirements. Salesmen rarely visit company’s head office, and thanks to the access to Internet and granted authorizations they can practically in any place complement information on their business activity (the application works in any Internet browser – it is enough to have a computer and access to the network to save any information on a central server). Introducing procedures of registering business events gave the supervisors a full picture of representatives’ work. On the other hand, NETCRM provided salesmen with the history of their own activities with a precise description and group work calendars and an interesting system of planning next trade actions.
2 stage – business procedures in Customer Service Office
Before introducing the system, the cooperation between salesmen and office workers was difficult – the documents passed were generated in different formats, and ambiguities and incomplete information have been clarified most often through additional phone calls (one should remember that Customer Service Office (CSO) is in the head office, and a salesman very often is on the other side of Poland).After implementing the procedures the information and documents flow became uniform. System practically leads everyone „by hand”, informing him about the need to make suggested actions. CSO was given a useful tool to prepare offers, orders and to pass orders to execute in the production unit. Salesmen have FULL knowledge what and by which customer is being made and at what stage, together with additional sector like details (printing takes place most often based on graphic files delivered by the client – proper accomplishment of the order depends on their quality and parameters and their proper preparation).
3 stage – aftersale service
In case of an aftersale service one mustn’t forget about complaints’ service. After implementing the NETCRM system, processes are being defined and customized. It is important that during the complaint’s service process one should give an opportunity to all the people participating in the accomplishment of the order to express their opinions, and based on them to serve the client professionally explaining potential ambiguities.
Implementation results
Implementing the application at BMT lasted 3 months. Today all the BMT’s salesmen are using the NETCRM.
The most spectacular advantage of implementing the application - in BMT’s Dariusz Garczyński’s opinion – is the documents accessibility, which significantly improved documents transparency in company and shortened time needed to find it. Transition to the electronic documentation in a system facilitated both its searching and viewing –particularly crucial to match the documents and compare them with similar documents (e.g. client’s order with a specification and final calculation after the negotiation process or investigating complaints based on the order data and production order, etc.) And all of this is possible now not only in the company’s building but also in any place with Internet access.
See references