Sage CRM Customer Success
HCEA constructs superior customer service with Sage CRM Customer Hyundai Construction Equipment Australia (HCEA) Industry Construction Equipment Location Australia Solution Sage 300 ERP and Sage CRM
In a little under ten years, Hyundai Construction Equipment Australia (HCEA) has established itself as one of Australia’s largest and most reputable construction equipment brands. Part of the Porter Group of Companies, HCEA supplies earthmoving and construction equipment including excavators and loaders, plus parts and after sales services to customers throughout Australia and Papua New Guinea. The company sells through a national dealer network and maintains a sales force that spends much of its time on the road, travelling throughout cities, rural and remote areas to keep customers up to date with product and service information. The problem of untimely data Two years ago HCEA’s customer information was maintained in a Microsoft Excel-based sales tool. While the software provided a central place to store customer-related data it had some practical limitations, particularly when it came to obtaining and sharing information when it was most likely to be needed – while a rep was out of the office.
“From a sales perspective, Sage CRM was the next step up in growth for us.” Matt Golby, Systems Manager, Hyundai Construction Equipment Australia
sagecrm.com
Challenge Customer information was maintained in a Microsoft Excel-based sales tool. This had some practical limitations, particularly when it came to obtaining and sharing information when it was most likely to be needed – while a rep was out of the office.
Matt Golby, Systems Manager at Hyundai Construction Equipment Australia explains, “In the past territory managers, would go out into the field armed with laptops containing the Excel application and create quotations.” To find out what a sales person had quoted or to catch up on the latest customer activity, management would have to wait until the rep sent back information in an email or returned to the office. However, with quotes ranging anywhere from $20,000 for a single machine through to millions of dollars for multiple units, management decided it was an unacceptable time lag. “We couldn’t manage what the reps were doing. We wanted to replace the Excel system with a new, innovative product that would give our sales teams the opportunity to be more mobile and that would enable discussion among the whole HCEA community,” Golby says. In short, HCEA required a fully-featured Customer Relationship Management (CRM) solution.
Solution Sage CRM’s cloud-based solution allows HCEA’s sales teams to be more mobile and communicate efficiently with other departments. Sage CRM is now the central resource for all sales activities and communications linked to customers. Results Sage CRM provides HCEA with a central depository for critical customer information and provides sales teams with important information for opportunity management. For example, if a service is coming up, it gives territory managers the opportunity to raise a conversation with the customer.