Lorge, the mid-market ERP solutions provider, has been awarded a contract to install and implement an Accpac CRM (customer relationship management) software solution at Safcor Panalpina, the freight, forwarding and logistics service provider, a BIDvest company.
The CRM software enables businesses to manage all interactions with prospects, customers and partners by integrating a centralised information database to back-office and legacy systems.
Sharon Maasdorp, CRM systems manager at Safcor Panalpina, said this enhancement would allow for a single and comprehensive view of clients' details, requirements and Safcor Panalpina's performance.
"The new CRM system enables us to become more proactive in both our individual service offerings and in our overall working environment. This is also an important step forward in our move to provide a full suite of supply chain services and solutions."
Gary Salgado, general manager of Lorge's CRM business unit, said that in a group the size of Safcor Panalpina, effective CRM could achieve major benefits in terms of customer retention and improved returns on sales.
"Accpac CRM is a very scalable solution and can be implemented in any size of business. The solution being implemented at Safcor Panalpina's Johannesburg headquarters will be rolled out nationally. It includes thin client, remote and wireless interfaces for maximum accessibility."
Functions with the CRM package include contact management, workflow automation, call centre management, marketing evaluation tools, documentation libraries, sales cycle management, campaign management, account activity reporting, time management and graphical analysis tools. All will be fully integrated to the Accpac back office accounting system.
Salgado added that client information will be linked from the accounting software directly into the CRM system, as will information from the operational software. "We will be providing specialised customisation integration software and development for the linking of information between systems."
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