- Saving Time and Money
The benefit from providing a support system available to client’s sales
force goes beyond increasing employee productivity. The support system provides
direct online support to the sales force on status of their forms/requisitions,
getting reimbursement status for their out-of-pocket expenses.
- Real-time information
Implementation of the support system automated the process of Reports generation
at Canon India. The support executives generate desired reports for the top-level
management rather than the latter being dependent on manual processes to get
the different types of reports. The support center agents are capable of generating
detailed reports like area wise sales rollup report, monthly/quarterly reports.
- Easy Setup and Management
One of the key reasons that SFA was successfully implemented at Canon India
was having a very dynamic Setup & Master Module. This helped Canon India
in managing all users’ accounts from one place and define their reporting
hierarchy. The system was made dynamic enough to handle real time issues like
change in reporting structure and transferring of sales executive accounts
to another the sales executive.
- Reducing Paperwork, Increasing Productivity
Given the customized nature of Canon's work, its communication system has
always been paperwork-driven and subject to constant revision. Until FCS launched
the online live support system, communication was an extremely paper intensive,
time-consuming process. Now, making use of the support center for customer
servicing, for sales coaching & e-mailing have become the most-used features
within the sales staff of Canon.
Before the client started using the phone/chat/email support system, proposed
by FCS, most of the documents were distributed by fax or overnight mail, which
required many phone calls with the sales coordinator. Now the field sales
representatives are more productive since they can spend time on more customer-focused
tasks with a better understanding of what they are working on.
- E-Mailing Made Easy
Since they can access their SFA application from any Web-connected PC, Canon's
sales force takes full advantage of the e-mail capabilities of Lotus Notes.
They now use email to communicate with the support center and also amongst
themselves.
- Must-Know Information
With a sales force on the road 3-5 days a week, the sales team makes good
use of the 24x7x365 support center capabilities. They rely on the infrastructure
capabilities to deliver a wide variety of information to the customer (sales
representatives) such as order forms, pricing, and product information. Sales
people can no longer use the excuse that they did not have the correct updated
information. If they need an information, they can get in touch with our customer
support executive 24x7x365.
- Technology
Lotus Notes R5, Java Servlets, XML, SQL Server