Sticking with Your Customer
Continued
Sinking Their Teeth into the Problem
Because 3M's medical-grade products typically require a high level of technical understanding, after-sale customer service can be a delicate but critical aspect of the sales cycles. "Customers occasionally need assistance in selecting the appropriate product for a patient, or they may not be using a product in exactly the right way," Díaz explains. In these situations, technical support is paramount. "If we receive a phone call and find that the doctor is not correctly complying with product instructions, we have to troubleshoot the situation quickly and accurately." With Oracle CRM On Demand, providing the support person with a complete view of a customer's profile is straightforward. "Once the troubleshooting is complete and the customer is satisfied, we can gauge the situation and possibly offer a savings promotion opportunity before the conversation is complete."
ROI on Demand
Since implementing Oracle CRM On Demand, 3M Mexico has increased its team of field sales professionals by 10 percent. The net gain, according to Díaz, has been a 15 percent growth in revenue in just 18 months. "This is strong proof that the efficacy of Oracle CRM On Demand is helping 3M accomplish solid growth numbers," he states.
3M has also been able to finesse its list management practices, using Oracle CRM On Demand to segment its customer database. By maintaining information that's broken out into logical groupings, 3M can approach clients with different products that make the most sense for their particular needs, be it endodontics or pediatric or cosmetic dentistry.
"3M is a practical and ingenious solutions company that is ahead of the game in bringing technological solutions to its customers. We seek the same philosophy in working with our business partners," says Díaz. "We consider Oracle a strong business partner because we believe it is very much on the same page. We've been receiving fantastic support, and whenever we've faced technical or connectivity issues, we always enjoy a very fast response." Oracle's leadership role in the competitive and rapidly changing CRM software market creates a good foundation for 3M, asserts Díaz. "Having a solid [Oracle] CRM toolset in CRM On Demand helps us address the challenges of gaining and maintaining market share."
For More Information
Oracle CRM On Demand
Oracle Customer Relationship Management
Marta Bright is a staff writer and editor for Oracle Publishing.
