Communications distributor, ICT123, has implemented Oracle’s CRM On Demand to help support its growth and business processes.
Through implementing the system, it managed to reduce labour intensive data entry practices and decreased operational costs.
The distributor has about 30 staff, maintains 1700 dealer partnerships and manages the Australia-wide delivery of Telstra products and services.
“Since we implemented the system we saw a 53 per cent growth in the size of our channel,” ICT123 CEO, Ben O’Leary, said. “There are a number of areas where it has produced significant cost savings and reduced manual processes, providing about a 70 per cent improvement in productivity.”
It implemented the system in January 2010 and consolidated all dealer and customer data into one central system, making it easier for dealers to place product orders and configure the right services for customers.
“We took about 3-4 months to analyse our internal processes and what our dealers had to do at the time and how we will use the system to improve on the business processes,” O’Leary said.
Previously dealers were required to manually enter customer data into two different systems, which lead to duplication and inefficiencies in staff productivity.
The marketing, service and analytics modules a part of Oracle CRM On Demand helped ICT123 to integrate and automate its sales and marketing activity, creating more visibility into the services and connections requested by dealers and their customers.
“It will help dealers grow their business because the process of doing connections will become more simple and faster for them. They’ll have full visibility out of being a Telstra dealer and what they can get out of Telstra products,” he said.