Kardex Systems (UK) Ltd Case Study

Kardex is one of the world's leading providers of B2B automated storage, retrieval and materials handling solutions. The company operates internationally and is represented in over 30 countries, employing more than 1000 people and enjoying almost worldwide coverage.

Company name: Kardex Systems (UK) Ltd
Company site: www.kardex.com
Product: Sage SalesLogix
Date: 04/10/11
Region: Essex
No Of Seats: 30

Summary:

In summary, Sage SalesLogix has enabled Kardex to:

• Build and strengthen customer relationships
• Track opportunities from lead through to close
• Access detailed account and contactinformation, in the work place and in the field
• Report on sales activities and effectiveness
• Increase staff awareness of customers’ needs
• Increase customer satisfaction by providing responsive solutions

Situation:

Louise Jones is the Marketing Manager of Kardex at its UK division in Epping. For the past 15 years the division has been using Sage SalesLogix to acquire, retain and develop customer relationships across a diverse range of industries from automotive to oil & gas and aerospace.

“I wasn’t here when the SalesLogix solution was originally installed,” Louise explains, “but from what I gather the sales guys had been keeping all their records on paper. This meant that when they left, the information went with them. Then when a new sales person joined they had no background information: whatcontacts had been made, what quotes hadbeen sent out, etc. It was not a perfect situation.”

Solution:

Naturally Kardex was “keen to bring everything together in one place” so when people did leave “their knowledge didn’t leave with them”, she says. Thankfully Sage SalesLogix, with its permanent, centralised 360-degree customer view, solved this problem.

“Now newcomers can find out exactly what’s been happening in their area at a click of abutton, rather than having to make lots of calls to find out the current situation. And of course it reduces the risk of mission-critical data disappearing or getting into the wrong hands,” Louise continues.

“SalesLogix has definitely, definitely helped. For instance it’s an outstanding way to quickly gauge returns on investment from each individual marketing campaign. I simply select the correct lead source for all the various campaigns and it instantly brings back all the relevant associated contacts. Wherever I am I can just log on and check how well a particular campaign is performing together with the value of all the quotes and orders.”

Kardex UK currently has 30 licences for SalesLogix. “At the moment it’s just our UK and Netherlands divisions that use it,” Louise explains. “But they’re currently thinking about bringing in a group-wide CRM solution and are looking at various options, including SalesLogix. If it were me, I’d choose SalesLogix every time. It works for us and I can’t see any reason why it wouldn’t work for the group as a whole.”

Benefits:

Thanks to SalesLogix, Louise and her team never miss any opportunities. “It’s helped us by keeping the sales side aware of what’s happening in their areas - who they’ve sent quotes to, had conversations with, etc. It’s just made it so much easier for everyone to work together and share critical information wherever they happen to be at the time.”

SalesLogix can be accessed by multiple methods, in the work place and in the field, on and offline. Teams keep in touch, promises are kept and customers’ issues are resolved quickly for a high-quality customer experience.

Talking about the customer experience, Louise is keen to point out the primary reason why she brought in DMC as their software provider.“We’d been with various people over the years,” she explains, “but I didn’t feel we were getting the customer service. We’d have to chase them for solutions when they knew that SalesLogix was mission-critical for us. Basically if we were going to deliver promises to our customers, then we needed a software provider we could depend on to deliver their promises to us. We needed someone on the same wavelength and DMC seemed to fit the bill.”

It was Sage that suggested she get in touch with DMC. “Sage called us to see how we were getting on with SalesLogix. They got the message that although the product was fine, the service we were getting from our provider wasn’t. So they recommended DMC.”

Did DMC live up to expectations? “Totally,” she says. “With DMC we get an answer back the same day, sometimes within the hour, and the problem is solved. I also like the way they keep us up to speed with the progress they’re making to resolve more complex issues. With the previous providers, we simply didn’t get this level of service. With DMC we did – and still do.”

As for the future? “We’d like to expand our use of SalesLogix,” says Louise. “There are still quite a lot of things like the Sales Dashboard and the leads element that we don’t currently fully use. I think that as soon as we’re confident that everyone here is using it to the maximum, we’ll start introducing new components. It’s something we’ll need to talk through with DMC, of course. We trust their advice and have been extremely impressed with what they’ve done for us so far.”

In summary, Sage SalesLogix has enabled Kardex to:

• Build and strengthen customer relationships
• Track opportunities from lead through to close
• Access detailed account and contact information, in the work place and in the field
• Report on sales activities and effectiveness
• Increase staff awareness of customers’ needs
• Increase customer satisfaction by providing responsive solutions