OYO - CRM Case Study
Managing Director
OYO Instruments Europe Ltd
Sales & Distribution for the Print Industry
Business Challenge:
OYO are a well established supplier of screen printers and film to the screen printing industry throughout Europe and the Middle-East both directly and via a network of distributors. To support these distributors OYO attends trade shows throughout Europe which generates large volumes of enquiries. Traditionally these leads were tracked using Outlook and a series of spread sheets.
OYO also had a requirement to keep a record of all the equipment any particular customer had purchased, including serial numbers and other detail. This information needed to be available to customer service staff so that OYO can respond to support enquiries efficiently. Support staff, management and distributors needed to be able communicate effectively across different time zones to discuss support issues in a secure but convenient way.
OYO needed a solution that would allow them to:
- Track the leads against the relevant trade show or source
- Market directly to leads and track responses
- Track conversation history with leads
- Share information with local distributors easily
- Store custom information about their leads and customers such as ‘Languages Spoken’ and then search on this information.
- Be able to quickly access a contacts entire record within seconds of answering a support phone call
- Discuss and collaborate internally their products and any common issues been seen by staff worldwide in an accessible but secure environment
Our Solution:
ClickHQ’s contact management features allow OYO to organise and store all their lead and customer information in one central location. They can now maintain a record for each company and individual which contains all the information their sales and support teams will ever need. A contacts record can be located quickly by a name based search or any other piece of information stored against the contact.
OYO have created their own unique set of fields to store information against their contacts, which they use to search on and build lists of contacts to market to. For example, they can quickly identify all their customers interested in a specific product that attended a trade show in a specific country.
With ClickHQ’s in-built email marketing platform OYO can send personalised emails to a group of leads instantly and track which contacts read them and / or click any links to the OYO website. Thereby demonstrating a significant interest in OYO’s products and services.
OYO have allowed limited permission access to ClickHQ for distributors. They can log in and only access relevant information and contacts.
By using the ClickHQ forum, OYO staff and distributors can communicate around the clock. The forum is secure and records entire conversations indefinitely so that they can be searched on and referred to in the future.
