Machinery

The current situation

The Industrial Machinery sector, with the evolution and specialization of the markets, has, in recent years, seen an increase in the degree of complexity of their internal organization processes.

The requirements

The various company departments have grown and there is a need to be able to effectively share all the information flowing within the departments.

The integration of marketing, sales and services, the coordination of company information and the efficient creation of a knowledge base are the main needs of the sector, where such integration would represent both a streamlining of processes as well as an increase in competitive advantage and significant cost reductions, enhancing the opportunity to offer the highest quality after-sales service.

Improving service is the second requirement which has emerged in the Machinery sector. Being able to supply quality service to customers through toll-free numbers and call centers is a real need, especially when products are complex or require a high level of after-sales service.

Often service centers are the first and only reference point for customers, especially when a product has been bought from a reseller or a distributor; it is therefore extremely important to make this service as effective as possible, providing accurate information quickly.

The solution offered by PAT

At PAT we offer consulting aimed at Customer Relationship Management, marketing services and help desk support, generating CRM projects tailored to the needs of the industrial machinery sector. Our HelpdeskAdvanced and InfiniteCRM solutions provide all the tools necessary to improving customer service and for the creation of a knowledge base in order to build customer loyalty.

The base modules provided by our InfiniteCRM software solution offer the possibility to profile, manage and better understand partners, suppliers, customers (B2B and B2C) as well as the competition. By using the profiling tools available in the SFA module, knowledge about consumers will be improved, giving the possibility to create opportunities for cross-selling and up-selling, effectively targeted by means of the creation of successful marketing campaigns.

Companies in the sector which need to offer improved customer assistance services, will find HelpdeskAdvanced the ideal tool for managing and solving problems. The basic modules of HDA enable the tracking and profiling of critical situations, generating a company Knowledge Base automatically. Customer support services would therefore be made far more efficient by having access to all the necessary information.