Soenen bundles all customer information and optimises after-sales service

Summary Country: Belgium Sector: Industry Profile For more than 80 years the family firm Soenen has been building customised machines for the metal plate industry. The manufacturer is a global market leader in the production of automatic card punches and it exports 95% of its products to countries all over the world. The company employs a hundred people. Challenge Soenen was looking for a better way to follow up customers and their projects. All possible customer information had to be available centrally to all parties concerned within the company. It also wanted the sales department to work more closely with colleagues from the after-sales service. Solution IT partner Smart@xs installed Microsoft Dynamics CRM 4.0, which keeps all communications with the customer meticulously up to date. So customers are helped more quickly and internal cooperation is considerably more efficient. Benefits   no more misunderstandings about arrangements made all communications with the customer are available to all internal people involved better cooperation between sales and after-sales service standardised way of working, making it simpler to fill in for colleagues all relevant information on a single screen e-mails from Outlook can be easily linked to CRM work with Microsoft Dynamics AX runs smoothly thanks to the Smart@xs Connectivity Suite

Soenen has experienced strong growth over the past few years and it was looking for a better way of following up customers and their projects. All possible customer information had to be available centrally to all parties concerned within the company. It also wanted the sales department to work more closely with colleagues from the after-sales service, for example by eliminating the need to input the same data twice. IT partner Smart@xs installed the customer management software Microsoft Dynamics CRM 4.0 at Soenen. This allows all communications with the customer to be kept meticulously up to date. Now internal cooperation is considerably more efficient and customers are helped more quickly. "The function Smart@xs Navigator assembles all the relevant information on a single screen, so you don’t have to have four or five different screens open for a complete overview of a customer." Peter Van Belleghem, ICT designer at Soenen

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