Customer – IMI Hydronic Engineering

IMI Hydronic Engineering is a world-leading provider of hydraulic systems for residential buildings, as well as large public and commercial facilities. The company is renowned for its high-quality sanitary engineering solutions; it designs and supplies energy-efficient HVAC (Heating, Ventilation, Air Conditioning) systems. In Poland, there are headquarters and production facility in Olkusz, as well as a team of several technical and commercial engineers. The company’s clients include installers, wholesalers, designers and owners of buildings, investors, and facility managers. The company also conducts training sessions at Hydronic College on the latest developments in the field of hydraulic engineering.

 

Challenge

 

Distributed customer service information

  • The high technical complexity of the sales projects led to the fact that the customer service process was divided into several independent tools, systems, and separate databases.
  • Sales and customer service details were partly in the ERP system and partly in the CRM system; while the technical information was in specialized applications of the European Competence Center ESP, which supports the company in evaluating the most complex projects.
  • Reporting the sales process was difficult due to the scattered information.

 

Solution

 

Create a unified knowledge database on sales projects in the CRM system

  • CRM has become the main application in which all data related to the sales process and customer service are available.
  • All activities requiring collaboration with ESP are automatically included in the CRM system.
  • Sales information from the ERP system is automatically visible from the CRM level.
  • As part of the project, Craftware has also developed a set of procedures for use in subsequent implementations.

 

Benefits

 

Increase in the efficiency of work of personnel dealing with customer service

  • IMI Hydronic has gained access to a complete client image in the CRM system as well as a comprehensive sales data analysis tool.
  • Sales effectiveness has increased because the quoting and valuation process takes place in only one system: CRM.
  • The standardization of implementation procedures will maintain order in the database structure within the project. By keeping to these standards, the number of errors and problems will decrease, and those that appear will be easier to solve.