European appliance manufacturer Lecofuz has reduced the
time taken to complete customer requests by replacing its IT
systems with
analogue telephonesandmini blackboards.
Telephone sales and help staff will no longer use computers and
software such as
CRM to help them service customers but will rmake notes on a
pad made of wafer thin blackboard pages.
The new system will save millions by removing the need to
license and maintain a CRM system as well as the heavy costs
associated with IT hardware and staff training.
Uri Avenlaff, CEO at Lecofuz, said the new system saves money,
reduces the company's carbon footprint and means customers receive
a better service.
"You can only be measured on what you know. If we mess up on a
customer request a simple rub of the notepad and you no longer have
an unhappy customer. In fact you no longer have a customer," said
Avenlaff.
He said his target was to increase margins. "We may be making
fewer sales but our cost per sale as dropped dramatically," he
added.