CRM Case Study : Power Equipment Manufacturer and Distributor

"Highly effective for customer support activities. We manage our customer calls and service contracts with melssCRM" Selva Kumar Proprietor Maruthi Power Control Systems

Customer Profile

Maruthi Power Control Systems is a leading power equipment manufacturer and distributor, dealing with UPS and Invertors. maruthipower

Challenge

• Being in the power equipments business, a number of customer support calls are handled everyday
• Annual maintenance contracts of customers should be managed and users should be intimated on their expiry and preventive maintenance
• As an SME, high investment on on-premises solutions is not possible. However, a highly scalable solution is required
• A lot of data is currently available in Excel files
• Daily reports and filtering by service engineers is required

Solution

• Maruthi implemented melssCRM to track all customer support activities
• The cases module is used to capture all customer complaints and issues and assign to the respective support executives
• Service contracts module is used to manage the annual maintenance contracts of customers
• Additional fields as required have been added using the custom fields option to track material movement and to track spares
• Customer information from existing excel files were imported

Results

• The service co-ordinator automatically gets notified of expiring service contracts and preventive maintenance that are to be performed
• Reports from the system allow users to view the data from various perspectives, such as cases assigned to specific engineers, status of customer support calls, etc.
• Duplicate records and ambiguous records have been eliminated
• Large infrastructure investment was not needed to use a full-fledged CRM that handles the requirements

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