Corporación de Fomento de la Producción Increases Response to Client Inquiries 1,600% with CRM Solution
 
 

Corporación de Fomento de la Producción Increases Response to Client Inquiries 1,600% with CRM Solution

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Corporación de Fomento de la Producción (CORFO) is the Chilean government’s agency charged with encouraging entrepreneurship and innovation by providing various financing tools to entrepreneurs and micro and midsize businesses. CORFO has 15 offices, one in each regional capital.

 
 

 
 

Challenges

A word from Corporación de Fomento de la Producción

  • “Incorporating a world-class tool, like Oracle’s Siebel CRM Desktop, enabled Corporación de Fomento de la Producción to fulfill its client service strategy. Inquiries have increased 1,600%, and we now reach more clients through our Web site, which were two of our primary goals.” – Miguel Ángel Saldías Ruiz, Assistant Director, Client Platforms, Corporación de Fomento de la Producción

  • Integrate CORFO’s client service solutions with other systems and its Web site so that clients have easy access to information
  • Improve client services by accelerating and standardizing responses to requests about financing plans, business management, and innovation
  • Increase the number of responses to service requests per year

Solutions

Oracle Product and Services

  • Implemented Oracle’s Siebel CRM Desktop with Oracle Partner everis Chile to improve client support and leverage technology to meet goal of being a client-oriented organization
  • Integrated Siebel CRM with other systems and the agency’s Web page to consolidate clients’ information and meet their needs from one location
  • Accelerated and standardized inquiry response times, which varied greatly by office, earning a commendation from Chile’s Universidad Central as one of the country’s best client service providers
  • Responded to 50,000 service requests in 2010, more than 1,600% increase over the 2008 total of responding to 3,000 service requests
  • Recorded all client activities and followed up on requests to enable CORFO to create profiles for various types of clients and adjust its offerings accordingly
  • Used Siebel Campaigns to publicize the public sector agency’s programs to businesses and entrepreneurs and communicate more proactively with client

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