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Copyworld, ContactTracker
The Business
Having been founded in 1984 in Adelaide, South Australia, Copyworld has since grown to become Toshiba's largest copier dealer in the southern hemisphere with an annual turnover of $25 million.Opening an office in Perth in 2000 and employing, in total, over 100 staff across 2 states, they are a national leader not just in Toshiba copier solutions, but also in the areas of Samsung and Alcatel phone systems as well as an IT provider in its partnership with Microsoft.
The Challenge
| • | Everyday diminishing cost of consumables result in lower margins |
| • | Primary challenge is to simply maintain market share in an intensely price-driven industry |
| • | Focus must be on providing office solutions (with phone systems/MFD's) rather than just selling photocopiers |
| • | This can mean a greater sales role for the IT department due to highly involved decision-making processes |
| • | Requires the consolidation of two totally separate customer databases, across two states, into one |
| • | Integration with back-end database (ICE) also required |
The Solution
Having used ICE from Signature Software (Vital Software strategic partner) for a number of years, Copyworld had been looking for an integrated CRM solution that would allow them to consolidate their databases as well as allow sales staff access to the back-end data for the purposes of improved lead management.
Through Signature Software, Copyworld were introduced to Vital Software and the ContactTracker solution, one of the main attractions being the easy to use interface, and the simple ability of converting the Adelaide & Perth databases into one central location, rather than three.
The Outcomes
Thanks to ContactTracker, Copyworld have now been able to streamline their processes for telemarketers and sales staff with a particular focus on Activities scheduling to improve customer feedback and retention.
Customised reports within ContactTracker have also allowed sales staff and sales managers to exponentially improve internal communication to further aid with workflows and target-management.
As their relationship with Vital Software continues, Copyworld hope to gradually migrate their current database onto the web for improved capabilities.
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