Hendi – manufacturer of professional gastronomy equipment such as: porcelain and dishes, small kitchen appliances and specialized refrigeration and heating devices.
headquarters: Gądki (Poznań), Poland
business model: B2B + B2C
For Hendi, we have implemented the CRM system by an American manufacturer from Silicon Valley – SugarCRM. Due to the business need of our client, we have expanded the software with a customer service portal. It is possible to log in, report and observe the status of service requests. Finally, the appropriate protocol is generated.
Hendi uses the Marketing Automation system called Mautic. They need it – among other things – to collect customer data and appropriate, GDPR complied consents during fairs and conferences. Customers are provided with an electronic form, where they can express their willingness to engage in further business talks. All knowledge on this subject is saved in the system. Thanks to this feature, the job of a sales consultant is much simpler and more effective.
The CRM system implemented in Hendi has been integrated with the DSM/ECM software called Alfresco. Thanks to this feature, the organization adopted a fully electronic and automated form of document management. The uploaded into the CRM system quotations, offers, contracts or protocols are visible in a separate subpanel. It definitely organizes knowledge and speeds up customer service.
Hendi uses several instances of the ERP system to support various areas of their business. The CRM system collects it all in one place, creating a coherent data base. They receive a 360° view on relationships with each business partner, regardless of the company that has formally provided support and invoiced the client.
In addition to the standard web application, Hendi has also got the mobile version of the Sugar system. The employees get to work with the CRM regardless of the preferable device. It is possible to use Sugar on the computer, tablet or smartphone. The variety of options comes handy especially during numerous business trips. The mobile app works also without the Internet connection.
The system collects all E-mail correspondence exchanged with customers. Both outgoing and incoming messages can be conveniently linked with the appropriate record in the system. New leads can also be created and completed directly from Outlook.
The CRM system allows to accurately track the level of sales target. The information gets displayed on a very accessible Gauge Dashlet, directly on the main system dashboard.
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