Walker Fire is a number one supplier of fireside and safety system upkeep within the UK. As a nationwide operation, the corporate gives fireplace security coaching and merchandise to all kinds of companies, making the method of effectively managing buyer enquiries and buyer relations a doubtlessly difficult one.
With new enquiries and gross sales growing yr on yr, it quickly turned clear that the corporate’s current system for managing new gross sales and present buyer enquiries was not match for objective.
The ‘conventional’ method of speaking with shoppers – together with dealing with each particular person phone name or e-mail obtained as a separate entity – coupled with disorganised and cumbersome spreadsheets usually led to delays in responding to buyer queries.
Merely put, the dearth of a streamlined course of to deal with buyer enquires made it extremely troublesome for the client companies workforce to observe and enhance response occasions. It was additionally arduous to maintain observe of historic consumer requests. The workforce wanted a centralised system for buyer interactions, or threat going through important inefficiencies of their operations.
Adopting a Streamlined Strategy
To handle the problem and modernise the way it managed buyer interactions, Walker Hearth collaborated with Provident CRM to implement SugarCRM’s Sugar Serve and Sugar Promote options.
Sugar Serve has grow to be the go-to platform for all Walker Hearth’s buyer communications. It has allowed the client companies workforce to transition from handbook monitoring of emails and phone calls to managing enquiries by a streamlined course of. The workforce now has real-time insights and may view every buyer request at a look by a devoted console. This contains tracing and analysing of all buyer interactions – from on-line chats to help tickets.
Sugar Sell delivers a smoother gross sales expertise by a centralised hub. This helps Walker Hearth consolidate gross sales generated from engineer service visits, workplace enquiries, and the field-based gross sales workforce. All three gross sales channels have been seamlessly built-in right into a devoted gross sales alternatives module inside Sugar Promote. Now, the workforce has a complete view of all gross sales actions.
Responsive and Knowledgeable Buyer Relations
“We’re at all times attempting to push for brand new ranges of customer support. We need to get again to our prospects in a sure timeframe or cope with a variety of prospects inside a sure KPI. There are lots of issues that we drive ahead when it comes to coping with our prospects. Sugar may be very, very attentive to our requests, which might be one of many key strengths of the platform.”
– Mark Jones, Chief Working Officer, Walker Hearth
Because of a 4 year-long partnership with SugarCRM, the mixing of Sugar Serve has considerably improved how Walker Hearth handles buyer enquiries. This has resulted in a extra environment friendly and responsive customer support course of.
The introduction of dashboards that show all buyer enquiries and conversations has allowed the corporate to observe key metrics corresponding to common decision time on enquiries. It has additionally achieved a considerable discount in response occasions. What’s extra, the workforce now has a greater understanding of consumers’ wants.
Future-Proofing for Success
The adoption of Sugar Serve, particularly, has helped the corporate overcome the challenges that got here from archaic strategies of dealing with buyer requests. Walker Hearth now has a streamlined method to buyer relations and gross sales enquiries and is future-proofed for continued development.
If you want to be taught extra about how SugarCRM can help your online business, we will prepare a webinar to indicate you our companies. Alternatively, one of our team can be more than pleased to debate how we will help.
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