Netsoft USA, Inc.

Website Links

Description

"Coordinating sales, customer service, product design, and manufacturing processes had become a major challenge at Zagat Survey," commented Harry Collins, Director of Development at Netsoft USA. "While Zagat provides standard restaurant guides and books for all major cities in the world, their corporate clients see a higher value in custom designing the front and back covers with their own logos and images. Given the seasonality of these orders - hightly concentrated around Thanksgiving and Christmas Holidays - the strain on the team and on order processing was exacerbated by the lack of integration between Zagat Survey's customer facing and order management systems." The Sales and Marketing team at Zagat Survey relied on Salesforce.com's on-demand Customer Relation Management (CRM) tool to track customer information and history and to manage customer information and marketing activities. Meanwhile, Microsoft Dynamics GP release 7.5 ERP solution was being used to manage orders, inventory, and manufacturing processes. The lack of integration between these two systems required manual entry of information from one system to the other and provided limited or no visibility to customer information and into the order-to-cash lifecycle. It also meant that Zagat employees were frequenly required to perform manual reconciliation of data, resulting in loss of both time and revenue. Because of the lack of integration between Zagat Survey's systems, performance data was not easily accessible to their management team. Information regarding customer service requests was not properly collected and stored but instead had to be gathered from each sales and customer service representative individually and then compiled into a consolidated report, all of which required an inordinate amount of time. The end result was that Zagat Survey did not have the tools to proactively manage customer satisfaction. Marketing information was also not readily available. Zagat Survey found that, with their existing systems, collecting information on their customer base for marketing lists was extremely time consuming, as was the process of gathering performance data from their previous marketing campaigns. In summary, Zagat Survey was struggling with several critical issues

Products & services

Similar companies nearby