Nology, a leading distributor of quality security-driven broadband, networking and communication hardware and solutions in South Africa, is in the process of implementing Sage CRM Accpac 200 that will provide Nology with a 360-degree view of its customers, with the purpose of facilitating superior customer interactions.
“We pride ourselves in our unparalleled knowledge and understanding of the SOHO and SME market, and our end-customers' broadband and communication needs and requirements,” says Mandy Govender, Chief Operations Officer of Nology. “For this reason, we wanted to implement a comprehensive customer relationship management (CRM) system that would aid us in our strategy.”
Matthew Newnham, Sales Manager of Astraia Technology, says he approached Nology and discussed their need for a comprehensive CRM system. “Nology was in the process of replacing its existing system that was proving to be frustrating and ineffective. We suggested that they consider the Sage CRM Accpac 200 package that is flexible and can be tailored to match Nology's specific business needs,” explains Newnham.
Govender says the first thing that grabbed her attention was the interpretation of Nology's brief for a comprehensive CRM system. “Astraia had taken our brief and breathed life into it. Everything we needed to see with regards to the complicated relationships between our customers, distributors and end-consumers were alive in the demonstration that was presented to us.”
The most important thing any business undertaking a CRM initiative must realise is that CRM is much more than just a software package; it is a fundamental business philosophy, says Keith Fenner, the Vice-President of Sales at Softline Accpac, part of the Sage Group. “Adopting CRM means that a company is committed to best practices and a belief that the customer comes first because it is he or she who drives revenue.”
“Sage CRM Accpac 200 will help us track various synergies throughout our sales and marketing processes,” says Govender. “We are finally able to link the relationships between our sales and our marketing efforts directed at clients, allowing us to pinpoint what works and what doesn't. Another great benefit is that we are able to keep track of multiple client contact initiatives that provide a quick overview of our most recent contact history with our clients. Up-to-date information will be at the fingertips of our sales team out in the field by means of the hosted CRM system when it goes live the second week of July 2011, which will enhance our customer relations edge even further,” Govender concludes.
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