Improved planning and mobile CRM are just two of the benefits for Spain's Car Repair System. 'Sage CRM has revolutionised the way we work', says the CEO, 'it centralises all the information we have on our customers' and more.

1. Sage CRM drives sales
activity at Car Repair
System
Sage CRM
Customer Success
Committing to Sage CRM
Car Repair System uses software which
was custom-developed for it by Sage
partner Alhambra Eidos. Nevertheless, it
needed to be able to carry out additional
functions to handle customer relations,
which is why Alhambra Eidos proposed
the installation of Sage CRM, connected
to the ERP system that the company was
already using.
Alhambra Eidos not only advised Car
Repair System to install Sage CRM, but
also took charge of its implementation.
Adopting Sage CRM has allowed Car
Repair System to execute some functions
that were impossible before, one of them
being incident management.
Joaquín Pérez explains that, prior to the
installation of Sage CRM, this type of
operation was managed in a “somewhat
archaic” way. “Currently whenever an
incident occurs the whole technical team
automatically has all the information. As
soon as it is registered on the system, the
Background story
Car Repair System is a multinational
European group founded in June of 2001.
Dedicated to the manufacturing and
distribution of products for the
preparation, maintenance and repair of
automotive bodies which include
chemical agents, polishes, and
accessories, protection material,
abrasives, machine tools and workshop
equipment. The company is present
through subsidiaries in France, Spain and
Portugal, and also has distribution
agreements with local importers in North
Africa, Central and Eastern Europe,
Uruguay and Australia.
The company is conscious of the need to
remain constantly up to date, both at the
internal level and by adopting
technological innovations that improve
work processes. Accordingly
technological solutions form part of its
day-to-day operations.
Customer
Car Repair System
Industry
Manufacturing & Distribution
Location
Spain
Solution
Sage CRM
Solution
Car Repair System was already using
Sage ERP so therefore needed a solution
that would not only complement its
current processes but was also flexible
and highly customisable. Sage CRM fit
the exact bill.
Results
Improved planning, and mobile CRM are
just two of the effective benefits that Car
Repair System is enjoying after selecting
Sage CRM.
Challenge
Car Repair System was under pressure to
innovate by adopting new technologies
while also improving work processes
internally. It needed a custom-developed
CRM solution.
‘Sage CRM has
revolutionised the way
we work’
Joaquín Pérez
CEO
Car Repair System
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2. ‘Sage CRM centralises all
the information we have
on our customers,
allowing the marketing
department to conduct
customised campaigns,
measure their results,
and land new
customers.’
Joaquín Pérez
CEO
Car Repair System
possible to make corrections and
modifications in situ. “Salespeople can
plan their week and reports better, at the
same time optimising their business
travel.” Therefore, more efficient time use
by workers is yet another benefit
emphasised by CEO Joaquín Pérez, as a
result of Sage CRM.
“Sage CRM also makes it possible to get
more out of our webpage’s B2B
application,” explained the company’s
leader.
Although the company could already
transmit the orders placed on the
webpage, thanks to Sage CRM “we have
provided the salespeople a filing system
to log their orders on the CRM directly, in
such a way that the company’s pricing
policy is automatically conveyed to the
customer.”
This makes it possible to apply the sales
policy assigned to each customer directly
and without errors (with regard to special
promotions, campaigns or discounts).
All the agreements that Car Repair
System has with its customers are logged
in Sage CRM.
Therefore, as an order is placed all prices
are automatically closed. Orders are sent
directly to the warehouse, which allows
the company to save a lot of time and
enjoy greater corporate efficiency.
Results revealed
Sage CRM users have received the
appropriate training sessions so that they
are aware of all of Sage CRM’s different
features, and know how to use them,
enabling them to get the most out of their
work.
Sage CRM also allows salespeople to
automatically apply the prices, discounts
and promotions individually applied to
customers, as all this information is
recorded in the CRM and connected with
the ERP, thereby reducing execution
times.
Car Repair System also uses the
dashboards that Sage CRM includes.
There are currently ten people using Sage
CRM. “Sage CRM centralises all the
information we have on our customers,
allowing the marketing department to
conduct customised campaigns,
measure their results, and land new
customers,” said Joaquín Pérez.
purchasing and customer service
departments, in addition to the technical
team, are informed in just a few minutes.”
This has allowed Car Repair System to
offers its customers a solution within 24
hours. Sage CRM has revolutionised the
way we work,” said Car Repair System’s
CEO.
Information in real time
In addition, the company’s salespeople
can work with their contacts in real time,
verifying all business opportunities and
information, which could not be done
before.
Until now salespeople worked with
laptops, which have been replaced by
tablets, allowing them to work in real-
time.
“An instant visit is made to a current or
potential customer, a business
opportunity is generated and recorded in
Sage CRM, leaving all the information in
the software, so that the customer
service team immediately has access to
this information.” This makes it possible to
offer customers budgets better tailored to
their profiles.
“The salesperson and customer service
department have access in real time to
prices, orders and budgets, something
that we couldn’t do until now, and is
proving to be revolutionary.”
This also means that “any business
opportunity, no matter how insignificant,
appears in the CRM.”
Key to success
When asked about the main benefits or
improvements that the company is
experiencing after the implementation
and launch of Sage CRM, Car Repair
System’s CEO didn’t think twice: and was
easily able to call out, the optimisation of
his salespeople’s work. “Now they have a
calendar where they can consult and use
their agenda.
They have a forecast of their work, which
is something that is revolutionary, but
optimal.” In addition, this calendar is
integrated with Microsoft Outlook, which
facilitates their day to day even more.
Joaquín Pérez explained that salespeople
previously worked with an Excel
spreadsheet, through which they
informed sales management of their visits
and how they were organising their work.
Now, with Sage CRM, all this information
is visible in real time, which also makes it
Sage CRM
Customer Success
sagecrm.com

3. © 2013 Sage Group Plc.
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