June 11, 2013
Challenge
Wilson Fabrics is one of the best known fabric houses in Australia. The general manager realized there was a huge opportunity to update the company's practices, processes and technologies in ways that would directly benefit the company's bottom line. The company was operating using manual spreadsheets, and needed a way to obtain more transparency in the interactions between its customers and employees.
Solution
Sencek and his team decided salesforce.com’s CRM solution would allow them to provide a better experience for their customers. Wilson engaged Bluewolf to provide a rollout strategy and to implement the new system. Bluewolf customized the solution to cater to the needs of Wilson’s different customer types, allowing both customers and employees to instantly see relevant information related to their account.
Results
Today, Wilson Fabrics’ sales team uses Salesforce to record customer appointments and to produce weekly sales reports. Claims, point of sale, and sampling requirements are far better understood and managed, and all staff can see what campaigns are on the horizon. Customers are benefiting by receiving more targeted and relevant information, quicker responses to inquiries, and an overall better customer experience.
