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Kugler-Womako - CRM Case Study
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Kugler-Womako
Kugler-Womako optimize customer communication with Microsoft Dynamics CRM

Business Situation

​At Kugler-Womako sales and service employees used a combination of Excel, Outlook, ERP and notes to map sales and customers. With the large consumer base that Kugler-Womako has this manual process had become labor  intensive, confusing and inefficient.  Moreover the ERP system was very inflexible, making it incapable of being tailored to the companies needs and it did not give a coherent overview of many of its services and sales processes.

Solution

​When choosing a new system, Kugler-Womako followed suit with its affiliated companies and began running Microsoft Dynamics CRM. The company wanted a software program  that would offer support across the whole group and enable them to get closer to their customers.  The implementation of Microsoft Dynamics CRM would mean that all sales and services across the company were consolidated, standardized  and optimized  through one system rather than the numerous systems previously involved.

Results

​The new system, due to the timeline feature, provides a more transparent set of data.  This has enabled employees to create quotations with more speed and accuracy and see instantly where errors have occurred or where the service process has encountered difficulties. Furthermore the whole customer history can be brought up instantly - reducing manual searching time. Compared with the ERP system, the CRM can be tailored to the company and has offered Kugler-Womako a great deal more freedom and the ability to construct company-specific workflows making the overall service more efficient, intelligible and less labor  intensive.
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