Barloworld Logistics has implemented Microsoft CRM to support its goal of being a customer centric company and provide visibility of clients across the company.
The Microsoft CRM solution provides a central platform that ensures quick access to customer information across geographies with the Sales Force Automation component providing control and understanding of sales opportunities and contacts.
Microsoft Gold Certified partner, IS Partners, was responsible for the implementation as well as customisation of the Microsoft CRM solution.
The system had to incorporate Barloworld Logistics’ existing sales methodology and provide workflow capabilities to enforce processes and guide new staff members through the sales and marketing process.
John van Wyk, divisional director Marketing and Sales at Barloworld Logistics Africa, says this alone is incredibly important as it drives a common mindset and approach to clients. “The system will be used by the sales and solution teams from over a number of divisions located across the globe,” he says.
A number of operational areas that traditionally relied on manual processing needed to be automated. CRM would also ensure ‘corporate memory’ and maintain customer centricity while managing growth.
“Microsoft CRM offered accurate reporting, a single view of the customer, integrated functionality as well as the ability to track and measure sales performance and maintain information integrity,” says Heath Turner, CRM director at IS Partners.
“The commitment between Microsoft, IS Partners and Barloworld Logistics, as well as IS Partners’ experience in putting CRM into practice, is demonstrated in the success of the CRM implementation,” says Van Wyk.