von Schaewen impresses with Customer Centricity
This family-led medium-sized group of companies has been keenly aware of its customers' needs for three generations, and places the greatest value on exemplary customer support. "With over 500 employees at four locations, the von Schaewen group develops and markets a product portfolio that is in demand all over the world," reports Patrick Schwarz on a tour of the impressive production facility in Essen.
Some time ago, the marketing manager and CRM project manager set about searching for appropriate CRM software that would form a natural symbiosis with the company’s existing focus on production data: "We were focused particularly on implementing an on-premise solution which would fit with the existing ERP and yet be independently configurable," Patrick Schwarz recalls.
Configurability is a must
"We chose CAS genesisWorld over other software products because its standard package already covers 95 percent of our specified functionality, and our users appreciate the standardized interface," says Schwarz.
The company opted for the CAS genesisWorld Platinum Suite. The complete package enables all features and modules to be used at no additional cost. CAS genesisWorld has since been implemented in Marketing and Sales, Quality Management, corporate management, and the IT department. "In CAS genesisWorld, colleagues collate all the information for a customer in a virtual dossier which they can then link to documents, appointments/deadlines, or internal tasks. In this way, we have established a company-wide knowledge base, and assured adherence to our in-house compliance guidelines," Schwarz reports.
Identifying business potential
CRM expert Schwarz additionally ensured that an integrated system of customer classification based on sales was introduced. Every new lead is automatically classified, and its potential indicated.
Satisfaction thanks to rapid response
"The prime focus of everything we do is customer satisfaction," Schwarz emphasizes. CAS genesisWorld provides a tool to quickly log incoming customer inquiries. What previously might have taken several minutes now takes less than a minute to enter in its entirety – with over 30,000 inquiries being received a year, that represents a major time saving, and consequently a solid return on investment.
The conclusion: smarter planning for the future
Patrick Schwarz is convinced: "Without CAS genesisWorld, it would not have been possible at all for us to document our quotes in full. The rich data basis enables us to plan more smartly for the future, and identify our customers' needs even more precisely."