Distribution

Distribution Customer Relationship Management

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SLS

The Project Brief

Scientific Laboratory Supplies Limited (SLS) are the largest independent supplier of laboratory equipment, consumables, chemicals and Life Science products in the UK.

SLS needed a tool which recorded and managed the company’s interaction with existing and potential customers in order to improve the business relationships and focus on customer service and retention.

Our Solution

The Customer Relationship Management system (“Viewpoint”) enables SLS to document all interactions with their customers, providing an easily accessible relationship history and a consistent quality service level.

The solution we delivered, tracks and records each step in the customer order process. The customers will request a quote either by telephone or the website. The CRM will then notify the SLS team allowing them to generate a quote using live product information. The bespoke software records if the customer accepts or rejects each quote, along with feedback for each decision.

The Results

“Viewpoint” provides a range of benefits which enhance customer service levels. These include faster order processing, improved value promotions and detailed reporting accompanied by tools that deliver fast and efficient quotations.

Commenting on the introduction of Viewpoint, SLS said “The SLS customer experience has always been at the centre of our growth strategy. Viewpoint will place our service delivery teams in a better informed and more responsive position to deliver a service level which is industry leading.”

WEB APP
Web App
Customer emails and Microsoft office documents are retrieved via the web-based CRM.
MOBILE APP
Mobile App
The mobile app allows sales people on the road to view and update the latest customer data.
SOFTWARE INTEGRATION
Software Integration
The CRM integrates with the SLS e-commerce website and internal ERP systems.
BUSINESS INTELLIGENCE
Business Intelligence
Service delivery teams are better informed to deliver an industry leading customer service.
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020 3887 4626
01482 325779
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