Customer Profile
Our customer is a leading manufacturer of biscuits and confectioneries in India, with over a hundred variety of biscuits in its portfolio. They have an extensive sales network that enables them to supply their products all over the country.
 

Challenge
The customer wanted a comprehensive CRM solution that increases enterprise-wide productivity via a central information repository that sales, marketing and support staff could access. The solution should also allow field sales and service personnel to receive and retrieve information while on the go. Sales people should be able to place orders, track order fulfillment and update order information, real-time. Using the solution, the sales and marketing personnel can also keep tabs on competitors, all via SMS or WAP.  
 

Solution 
PK4's solution for the customer was the world's first WAP- and SMS-enabled CRM solution- Impel. Impel allows back-office operations to continue in the normal mode, while helping both salespeople and customer service people access to critical information anytime, anywhere. With Impel Mobile, field sales and service personnel can not only view information on their mobiles but also transact on orders, collections, inventory, trouble tickets and other items. With Impel Mobile, back-end CRM information is always up-to-date, so that both field personnel and corporate managers see the same holistic view of the business.  
 

Benefits
 

• Raised field sales closure rates
• Improved sales force productivity and profitability
• Improved channel satisfaction thru real-time data on order status, stock levels and delivery times
• Enhanced customer relationships through proactive initiatives
• Increased the enterprise's competitive advantage