Paper supplier Antalis has improved the efficiency of its mobile sales operation using a business intelligence system that is automatically updated with data uploaded by the company's mobile salesforce.
Antalis, which has a turnover of more than £170m in the UK, updates the customer relationship management system daily with individual sales records held by its 260-strong mobile salesforce on their laptops. The process takes place automatically when the reps go online.
Installing the CRM system and call centre was easier than getting the salesforce to change their working habits and record all their customer meetings and update their sales histories on their laptops.
Antalis' IT director Farid Motamed said, "The tricky side of it is change management and changing the working practices of the salesforce. It took a while to get staff to record everything they did."
Antalis is using CRM applications from Vecta. It first ran the Vecta software on its own servers before becoming a beta customer for Vecta's OnDemand service. Motamed said, "The OnDemand system was slightly faster than the service running on our server here."
The mobile CRM implementation is part of a larger project to overhaul the paper company's IT systems and create a virtual call centre for telesales operations by the middle of next year.
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