Challenges

• Closely monitor sales opportunities that are being negotiated by the marketing department—which largely works in the field—so that the factory can better prepare for future demand
• Strengthen relations with the company’s nearly 18,000 active customers—those who have bought its machine tools, plastic processing machines, and castings in the last three years
• Obtain quick information and automatic reports about its pipeline, demand for spare parts, and customer satisfaction levels

Solutions

• Worked with Oracle partners BExpert and Discover Technology to implement Oracle Contact Center Anywhere to achieve a consolidated view of machine sales opportunities and provide visibility into the marketing department’s negotiation stages, prices, quantities, sale closing probabilities, machine types, and sale closing forecasts—thus enabling the company to better direct its efforts and more efficiently plan production at its factory
• Strengthened relations in the post-sale support department—a considerable source of revenue for the company through the provision of maintenance and training services as well as the sale of spare parts
• Obtained an easily navigable and accessible tool to support and coordinate the work of nearly 70 field sales representatives throughout the country
• Reduced problems related to previous processes that had generated a large operational workload, high error rate, and great difficulty in accessing and analyzing information, since the former system’s complexity was so onerous that it caused employees to abandon it and create parallel controls on vendors’ machines
• Reduced the proportion of dropped calls from customers to the support system from 30% to zero, since Oracle Contact Center Anywhere is more efficient with call management and records dropped calls—which now account for only 4% of calls and are not lost because the company uses the records to return customers’ calls
• Achieved a 360-degree customer view—including contacts, activities, opportunities, machinery installed, parts estimates and orders, casting requests, returns, and technical assistance contacts
• Enabled the management of activities and schedules for the technical support staff and vendors in the field—including scheduling return visits organized by customer area, size, and other factors
• Provided analytical reports and statistical monitoring for managers and directors about spare parts, technical assistance, and customer satisfaction
• Enabled customers to request technical assistance autonomously—without the need for human assistance
• Enhanced the execution of marketing campaigns—mainly through direct mail and e-mail marketing—by enabling the targeting of each action to its intended audience among the nearly 80,000 registered customers, among whom 16,000 to 18,000 are active (having made purchases in the last three years)
• Improved customer registration data, as the systems enable a process definition in the registration of new customers, generating a customer contact base for campaigns

Why Oracle

“One of the predominant factors in choosing the Oracle-based system was the degree of compatibility of Oracle Database with our existing systems,” said Hermes Alberto Lago Filho, marketing director, Indústrias Romi S.A.  “Furthermore, the seamless integration between the applications made a big difference in the project’s success.”
Partner – “BExpert understood our business model and process architecture well. It worked in an integrated manner with the Discover Technology consultancy. Both worked tirelessly and accomplished what they set out to do,” Filho said.

Partner