Challenge
Intermec, a global company specialising in data collection technology
for supply chain management employs over 2,600 people and has offices
in over 19 countries. Serving 1000’s of companies worldwide
Intermec’s product portfolio includes mobile computers, bar
code printers, wireless data management systems and other devices
to gather inventory and sales information stored to a central computer.
Intermec’s sales force, marketers and resellers in the US
were using a local sales lead management system to report and track
customer leads and inquiries through to sales. However, due to their
multiple working locations within Europe, a central database to
track this activity had never been implemented.
Instead multiple local databases were being used to manage the
process country by country, making it difficult for Intermec to
assess the overall European and Global view. Intermec needed to
find a solution in Europe that could be sympathetic to the various
local cultural, working and language differences across it’s
multiple European locations whilst also being compatible with the
internal processes.
The Salespoint.com Solution
In 2003 Salespoint.com was asked to establish a central database
solution for its European operations whilst also hosting multi-lingual
call-centre services to cope with customer inbound response. Salespoint.com
effectively handled the language and cultural complexities of merging
European data by providing a localised touch. For example, users
in Spain can store inquiry profile information in local language
and a Spanish call will be delivered into one of it’s Spanish
networked call-centres.
Furthermore, Salespoint.com allows top-level management an overall
view of their sales data across Europe but also restricts the sales
information for sales representatives to their own territories.
As Salespoint.com is a live on-line database with no need for installation
or IT support, Intermec has also been able to benefit from 3rd party
providers being able to receive instant access. This means that
partners can be assigned leads from Intermec daily, and report on
their sales activity with those leads. This ensures that Intermec
effectively manage the efficiency and productivity of partners at
all times
Such has been the success of Salespoint.com in Europe, Intermec
quickly took the step in 2005 to extend the programme around the
rest of the world. This now includes Call Centre Support in Singapore,
Brazil and Mexico, and very clever double-byte language support
for Asian languages.
"The possibility to have
a global marketing database where all contacts and leads can
be stored and managed on a daily basis."
Simon Gilford
Senior Manager,
Field Marketing EMEA
Benefits
- Improved productivity of users because the new online centralised
database made it easy to track information about customers and
sales.
- Instant ability to track sales leads online and view both sales
and marketing activity for key accounts.
- Instant co-orientation among Intermec sales teams across all
countries.
- Ability to store all sales leads in a central database and have
standard marketing reporting across the board.
- A Global call centre solution with a generic lead screening
process.
"The ability to access the
system from anywhere is brilliant and the speed of the system is
perfect"
Thierry Andrieux
Sales Representative,
Intermec, France
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