BPM+CRM Software for marketing, sales and service

CASE HISTORY

CASE HISTORY

SCOPE OF BUSINESS

Farvima Medicinals has over the years worked with all the major players in the supply chain helping to promote the role of the various partes involved.
Today, more than ever, it’s working with opening to new challenges that this period of great evolution launches in the belief that it is for the wholesaler to seek and find new solutions at the problems.
Assortment of products, variety of services and guaranteed quality can be considered the flag values of the daily work.
Farvima today serves over 4200 pharmacies and owns 12 distribution warehouses with around 320 employees.


REFERENTE
Daniela Cospito

CLIENT

REFERENCE

“The strong product flexibility has allowed me to set up an automatic welcome customer support, or provide a list of calls to the staff assigned to recovery credits from customers with frequent unsolved. It also allowed me to develop the customer service operations for better customer management service “


COMPANY
CONTACT

Sir Gaetano Avino

CRM PROJECT DEVELOPED

The verticalization, created in partnership with the software company Readytec, is used as a company intranet to create a customer information box full, but also as manager of internal procedures and relationships with suppliers.
Following the main features:

  • all informations concerning customers are centralized in an unique information document, there aren’ t scattered information from various e-mail or verbal agreements.
  • correct and rapid identification of the customer and ability to provide a quick and timely response to each question. The system also provides a detailed report of the customer visits and the sales staff can query and print the statement of account of the customer directly to the pharmacy.
  • generation of newsletter to customers for planning targeted e-mail marketing campaigns

FINDINGS BENEFITS

Improvement of work processes through the use of VTECRM as “centralizing” business information

  • optimization and better management of processes related to customers and easiness of planning the work of agents
  • marketing campaigns more effective and targeted
  • improving customer service
  • better organization of work by agents

SCOPE OF BUSINESS

IFOA is a training center and services of Chambers of Commerce.
Since forty years IFOA deals with training designed to upgrade professional skills, with the aim of enriching the people in their development, to strengthen human capital and the competitiveness of enterprises and the economy.
IFOA operates in many regions in Italy and globally.
It develops training activities in various specialized fields, insertion services at work, technical assistance and advisory services.


CLIENT

ifoa


Website:
ifoa.it

REFERENT

Daniela Cospito

CRM PROJECT DEVELOPED

The CRM has been linked with the company management in order to facilitate the operations of coordination and transfer of data related to the customer.
The application has the following customizations:

  • Customer form for commercial proposals relating to the distribution of services and courses
  • Customization of master modules for introduction of specific fields with drop-down menus for quicker consultation
  • Connection at software for e-mail marketing campaigns, allowing easier creation of lists and the monitoring of results.

MAIN BENEFITS

The benefits in the organization have been observed especially in terms of:

  • ease of retrieval and consultation of customer data
  • rapid sharing of the information to the management
  • speed of answer to customers and improved service
  • e-mail marketing campaigns more effective and resource-saving

CRM PROJECT DEVELOPED

crocierissime.it is a booking website of cruises and ships.
It allows you to view and select the best offers on cruises, ships and comparing the prices of hundreds of low-cost and traditional airlines and proposing exclusive offers.

lastminute.com Group is a booking portal of holiday packages.
It allows you to view and select the best offers on hotels, flights and packages by comparing the prices of hundreds of low-cost and traditional airlines and proposing exclusive offers.


CONTACT COMPANY:
Claudio Mercuri – Responsabile CRM

CONTACT COMPANY:
Davide Giarolo

CLIENT

crocierissime


Red Universal de Marketing y Bookings Online S. A. U
lastminute.com Group

Website:
www.crocierissime.it
www.lastminute.com

CRM PROJECT

The developed CRM is integrated with the portal in order to record data relating to subscribers and the reservations.
Following some features of the verticalization:

  • operators have an unique platform of work
  • automatic import of offer quotes from different sites
  • automatic sorting of quotes to operators according to rules that consider the language and the type of product and the country of origin
  • centralized management of mail and messaging (email and SMS) with the customer through VTE CRM
  • optimization of Inbound telephone stream (incoming) with screen pop up visible from operator and customized according to the type of product for which the customer is calling
  • personalized SMS campaigns based on data contained in CRM

MAIN BENEFITS

The implementation and use of the platform has allowed to obtain:

  • greater control of the call center
  • reduction of the response times to the customer and management of quote
  • lower risk of human error thanks to automate tasks
  • ease of integration of new procedures and business systems
  • optimization of sms marketing campaigns and analysis of results
  • better management of telephone and promotional activities