Cloud computing group, Salesforce.com has implemented its CRM solution for Australian tapware and safety equipment manufacturer, Enware.

Thursday, 25 June 2009: Enware says the rollout of the customer service platform start in April and is designed to enable the company to provide better customer service and manage complex sales projects.

Enware Australia CEO, Adam Degnan, said, the company’s sales and support channels were quite complex with multiple tradespeople, contractors and sales staff all playing roles in the process.

"This proved to be an issue when providing customer service and support as it was difficult to track the status of each sales project. Salesforce.com has given us complete visibility across all stakeholders and allows us to offer far greater levels of customer service.

"In addition, one of our objectives was to ensure that staff could fully utilise any new CRM investment we made. With Salesforce CRM it was easy. The feedback from staff so far has been positive and this has been reflected in their increased usage rates."

Degnan says that prior to using Salesforce CRM, Enware used an on-premise solution that could not be easily customised.

"With the information we capture in Salesforce CRM, the big improvement will be our reporting capabilities. We can drill right down into how many service calls we can see on a particular product in order to highlight where the real issues are and fix them as a priority – in real time. This is ultimately a bonus for the customer."

"With Salesforce CRM, all of Enware’s product specialists who are working on the same project will have access to the same information on each customer. Salesforce.com’s cloud-based solution for customer relationship management gives Enware staff the ability to securely access information from anywhere that is connected to the internet."
Peter Dinham http://www.itwire.com/content/view/25921/1231/