To add impetus to its quest for world-class customer relations, Nampak`s Liquid Packaging division has implemented an international Customer Relationship Management (CRM) package, Ascent, the division`s marketing director, Derek Perryman, has announced.
The package, which focuses on the customer`s life cycle from lead generation to customer service excellence, will be used to automate various processes in Liquid Packaging to ensure greater efficiencies in areas such as forecasting, key account management, contract management, sales responsiveness and customer service, says Perryman.
"To simply maintain our market share we have to do things smarter than we did before. This requires increased efficiencies and no compromise on quality and innovation, both of which fall under the World Class umbrella," he says.
The Ascent solution has been designed from the ground up and exploits the latest in Microsoft technologies. It maintains a comprehensive database of all organisations, contacts and business activities within a defined marketplace, providing ease of profiling and segmentation for marketing activity, and both quantitative and qualitative measurement of customers and their respective profitability.
Nampak Liquid Packaging is using Ascent to handle relationships between contacts, companies and leads. By offering rich functionality and powerful facilities, Ascent allows clients to customise the look and feel of forms as well as integrate to other front and back office solutions using industry standard toolsets such as Microsoft Windows and Office 2000.
"The sharing of information and implementation of best operating practices will be hugely beneficial to the future success of our business. It will also provide us with a great competitive advantage once we leverage the opportunity properly," says Perryman.
Ascent is a scaleable solution for the modern organisation in that it can support multiple locations and complex configurations with multiple servers and distributed databases. It allows for higher user volumes that may be remote or disconnected, ensuring data replications, merging and synchronisation. Its extendible data model and customisable forms ensures that it can evolve and support the changing CRM needs of the business.
Ascent Customer relationship Management Solution is supplied and implemented exclusively by The Edge Computer Systems.
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