Golden oldies save corporate’s time

European appliance manufacturer Lecofuz has reduced the time taken to complete customer requests by replacing its IT systems with analogue telephones and mini blackboards.

European appliance manufacturer Lecofuz has reduced the time taken to complete customer requests by replacing its IT systems with analogue telephones and mini 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.




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