Hyderabad-based XYZ India is a famous dealer of telecom products in India. They are also the authorized dealers of National Panasonic India Ltd and also deal in their essential telephone systems, faxes, telephones, cordless phones, etc. They have been associated with over 3500 customers across the country and also named as one of the most prominent telecom product dealers.
They have been honoured with quite a few awards for their quality and kind of telecom products offered.
XYZ India wanted to bring on board such a CRM that could manage numerous web queries, emails and text messages. In the current times, the company had client web based inquiries presently stand at 1, 00,000 per month and it is growing at a significant number every month.
The rising competition in the international market has tremendously impacted the process of acquiring new clients, which makes it important for determining the exact churn rates.
The company has stated that the increasing client number was overwhelming the sales and service delivery teams. Some of the common problems faced by the company were -
XYZ India had embarked on a transformational change to bring improvement in its client focus by developing capabilities to understand the different clients' requirements and also offer customized service across various touchpoints. It decided to join hands with sales CRM LeadPrime as it offered scope for bringing transformation and insight into client requirements, behavior and also value.
Sales CRM LeadPrime was installed on premises for XYZ India to ensure data security and data theft.
Mostly communications organizations are facing tough times to maintain the operating costs low. Despite striving hard, mostly of them faced the crisis of rising the client share, customer retention rate and also strengthening of the revenue with new service expansion. This is also one of the reasons why many telecom players are investing in CRM strategies and software as they have been found to be helpful in easily controlling the client turnover ratio successfully. A good CRM solution has potential to offer telecom firms with the competitive advantage by supplying the necessary tools to evaluate the profitable clients.
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