Manufacturing

CRM System Implementation

Project Background & Scope

The client, a large manufacturer of semiconductors, aimed to improve customer service and gain deeper insight into customer needs by implementing a Customer Relationship Management (CRM) system.

Project Outcome

Prior to the project, the client had no CRM in place. A Salesforce CRM system was successfully implemented, along with a customer-facing web portal. Training materials were developed and delivered for both employees and customers to ensure smooth adoption.

Through the new system, customers could submit tickets or request information via the website, which would then be routed into Salesforce. The Customer Service and Sales teams could efficiently manage and respond to these inquiries through the centralized platform.

Client Benefits

Structured and traceable inquiry handling, enabling better response times and issue resolution
Improved ability to track and measure customer satisfaction, driving ongoing service improvements
Significant increase in customer satisfaction, rising from 42.4% to 68% within two years

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