CUSTOMER CUSTOMER RELATIONSHIP MANAGEMENT

In a Manufacturing Company:

– Revenue started declining.

– Outstanding amount was increasing.

– Delay in payment.

– Clients were sending goods for re-processing.

CHALLENGESCHALLENGES

  • Employees were not ready to admit mistakes on their part.

  • Customer not ready to listen and started threatening to Stop Business. Impact on fresh order, as re-processing was done of old orders.

  • Dis-satisfaction to old as well New orders started.

  • Client's complaints were taking 10+ days to get resolved.

  • Pressure from clients.

SOLUTIONSOLUTION AND IMPACT

  • GHMC Private Limited CRM Solution, helped to reduced the re-processing of old orders.

  • Clients started registering their issues timely on CRM portal.

  • Issue once surfaced not surfaced again, as processes were developed and Quality control checks were initiated.

  • Currently it takes 24-36 hours to resolve any issues.

  • Count of issues dropped by 70%.