OKECHAMP

The project for OKECHAMP S.A. taught us that Sugar 8 is a perfect tool for a company from the food industry. The standard customer service process perfectly meets the needs of our client. The Leads, Contacts and Accounts division, and the idea of conducting Sales Opportunities is the exact reflection of the sales process in a production and processing company. Up to before the Sugar implementation OKECHAMP kept everything on their e-mail boxes and Excel spreadsheets. It now has been added to the CRM system and creates a transparent repository of knowledge about the course of customer relations.

eVolpe has found a way to combine the benefits of a database stored in the CRM system with the industry-rooted practice of exchanging Excel spreadsheets. The Sugar platform enables automatic generation of such documents. Based on the product catalog entered into the CRM, the relevant cells in the Offer sheet get completed. The user do not need to rewrite or copy-paste anything. In addition, thanks to the Outlook plug-in, all communication is archived in the system. It is possible to trace its course at any time.

Similar to the offering process looks the communication with the suppliers. Also in this case Excel files are still useful. Automation by eVolpe saves time previously spent on filling out those documents. A new query can now be generated automatically based on data stored in the system. Just select the product, quantity and expected delivery date and hit “generate query”. All you need to do is send the properly completed document to the selected e-mail addresses.

Both processes: offering to customers and submitting inquiries with suppliers – would not be possible without a detailed product catalog in the system. eVolpe has filled Sugar with relevant information during professional data migration. Everything the team needs to do is keep the data base up to date and regularly fill in the system with new records.

OKECHAMP often participates in various events and fairs. The CRM system allows them to then distinguish the source of new customer acquisition. Thanks to Lead source recognition feature they always are aware which channels convert best, which events are worth visiting, what marketing campaign is worth investing in.

OKECHAMP uses three statuses for describing the customer: Potential, Present and Former. To save the sales team members from unnecessary manual work – we have set rules that automate the change of status based on the conditions indicated by OKECHAMP. “Former” is the only status that can also be set manually.

On May 25, 2018, new regulation regarding the protection of personal data became effective. One of the challenges was to find a way to align OKECHAMP’s company procedures with the EU regulation. Due to the transfer of the customer data base to the CRM system, it became possible to send out an information clause regarding the principles of personal data processing by OKECHAMP. In addition, saving a new lead or contact generates automatic sending of this clause to the e-mail address provided in the record.

An interesting part of the project was adding the out-of-box module by eVolpe called Substitutions. It allows the users to manage absences in the sales team. The mechanism enables collective, temporary assignment of records to another account manager. The deputy receives temporary access to information about the clients of the absent sales person. That way, the continuity of relationships is maintained, the client no longer gets just the autoresponder, and their requests are handled at OKECHAMP without any delay.