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CRM
Software integrated with Sage Line 500 benefits Kapitex |
Kapitex Healthcare is a science based
and clinically orientated company, which specialises
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in airway management
devices and solutions for head and neck cancer patients.
With
a clear commitment
to
innovative product development, the company enjoys
an excellent reputation for product quality and service,
as well as an enviable record for delivering products
to very short lead times. |
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Under a management
team with many years’ experience
in the industry, Kapitex has expanded rapidly since
its establishment in 1991. The headquarters in Wetherby,
Yorkshire, concentrates on product design, marketing
and support, and uses highly specialised sub-contractors
for manufacture and assembly. |
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Key
CRM Software Objectives |
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UK customers are
primarily NHS hospitals, where users range from surgeons
and nurses, to therapists and after-care
specialists in ITU and ENT departments. Within hospitals,
Kapitex’s 5 regional product specialists give
demonstrations and on-going user training, and update
other departments like supplies and logistics. In
Europe, the USA, Japan and the Far East, products
are supplied
through a network of distributors.
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Key facts
- Industry: Medical Industry
- No of staff: 18
- Accounting System: Sage Line 500
- No previous CRM software
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As a consequence of growth, problems
that increasingly faced Kapitex were:
(a) Keeping track of all types of customer interaction,
pre- and post-sale, given the complex structure of
NHS hospitals, and to highlight any critical issues
(b)
Making details of these interactions easily accessible
throughout the whole company, including
field-based staff
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Priorities for CRM Software
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Log and track sales opportunities
and after sales issues , within a complex
NHS customer base
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Manage extended sales
projects and simple consumables sales concurrently
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Integrate
with Sage Line 500
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Easy access to all
customer interactions and data, by
office,
and field-based users
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Customer information was held in a simple
client database with limited access, while much relevant
data existed in the accounting system, Sage Line 500.
It was critical to Kapitex that data from both sources
should be useable by any new CRM system.
Improvements were also sought in tracking enquiries
from all sources, national and international, and
in marketing the company’s ever-expanding range
of products. |
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ProspectSoft
CRM Software Solution |
After reviewing a number of database
offerings, including systems like Goldmine and Sales
Logix (now Sage CRM) Kapitex selected the ProspectSoft
CRM solution for several reasons. These included: |
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• The hierarchical
structure of ProspectSoft CRM Software is ideal for
a complex customer-base that includes NHS trusts
with several hospitals, each with multiple departments
and sites, and individual staff with widely varying
responsibilities
• The
CRM system’s ability
to log, track and store details of all customer
interactions, including incoming and out-going
phone calls, e-mails,
faxes and letters, which are instantly accessible
to users in all departments
• ProspectSoft CRM Solutions can
log and help manage different types of sales opportunities,
from multi-stage projects to single or repeat orders
for consumables; with UK customers and overseas distributors
• Integration with Sage Line 500
enables ProspectSoft CRM Software users, both in
the office and on the road, to access Sales Ledger
information and to review transaction details
• Sage integration also allows Kapitex
to build and maintain a Sales History file within
the CRM system, holding sales by customer, by product,
over time - a valuable sales and target marketing
tool
• The ProspectSoft CRM system logs
and tracks any pre- or post-sale customer issues,
to be dealt with by the technical support team, or
by product specialists in the field
• Details of all customer interactions,
all documents, sales ledger and sales history are
available to field staff using ProspectSoft CRM software
remotely, on laptop |
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Benefits
of ProspectSoft CRM Software Solution |
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Implementation
began in September 2003 by importing the old client
database into ProspectSoft
CRM Software. According
to Sales Director Live Hodge, “System
acceptance in the company was rapid because of
the smooth data
transfer, which gave many users instant access
to all customer information. An intuitive user
interface
also
helped.”
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8 staff in marketing,
support and admin use ProspectSoft CRM Software on
the office network, while the
5 field-based product specialists plus the Sales
Director, who is often on the road, operate remotely
and update
information to and from the office daily, over broadband
connections.
Product specialists can schedule customer visits
and product training from requests logged with the
office, or based on sales information from the accounting
system. They are also updated automatically of any
sales leads recorded by the office.
Customer problems will be logged and compared with
a problems info-base, for rapid solutions. Product
problems may be traced to the supplier, while any
that are outstanding for a pre-set period can be
escalated to a director for resolution.
The main benefits have been a major improvement
in customer intelligence throughout the whole company,
brought about by much more rapid and detailed information
flow. Response times to sales, user training, support
and technical issues have halved, in a period when
growth has increased by 20%. Liv Hodge says “We
anticipate more benefits from closer integration
with Sage Line 500 and, as we implement more ProspectSoft
CRM modules, to further advance technical support.”
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CRM
Links
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See Also
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More
Information |
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