Our client was the largest seller of Dot Matrix printers in India and also one of the leading providers of Consumer Electronics. The client had more than 1000 dealers spread all over India. With a work force of 1000’s, product range of 100’s and dealership arrangements of a similar size, the organization wanted to streamline their customer relationship management system to offer all their customers 24x7x365 support.

The Client wanted a system for streamlining effective communication and servicing for all its dealers. The Dealer Network was disparate and complex to manage in terms of the service and the spares inventory. And the functions to be streamlined here included both sales and service. Hence, to prevent loss of time, inefficient service, and to organize staff responsibilities the company required efficient Customer relationship management software for rendering timely customer service for all its customers.

According to the business model of the company and the size of the Dealer network, we, SGS Technologie designed a CRM application to manage the dealers across the country and as well take care of the service request management on the Internet platform (Web-based). The web-based model was given because of the sheer size of the network and the system of servicing all customers across the country using all channels and effectively monitoring them for better customer satisfaction.

Today, more than 700 users successfully use the system across the country and the database size has crossed 1.5 million records.

The SGS Technologie team worked end to end on this project and designed and implemented a very efficient customer relationship management system that could capture and service orders for multiple products. The system was wholly web enabled, and made accessible anytime. An expandable architecture ensures scalability and will allow additional functionality to be built in at a later stage.