“The
Implementation Consultant was very competent, exceedingly well
organised and the implementation went as smoothly as we could
have hoped. You hear many horror stories concerning CRM implementation,
but we were very happy with ours.”
Ray Perkins, Managing Director, Anatune
Anatune provides instrumentation and solutions for
chemical analysis. Anatune serve customers in water, environmental,
food, pharmaceutical and industrial laboratories as well as universities
and research organisations. “We operate a comprehensively
equipped application laboratory where we develop new analytical
methods. Our focus is on providing complete problem solving packages
comprising instrumentation, methodologies, support and training.”
Anatune identified the need to be able to integrate sales and support
into a single system to enable anyone within the organisation to
deal with sales and support enquiries. The trigger for action was
the desire to implement a closed loop marketing model.
“We wanted to build a web based application resource that
customers and prospective customers could access that would enable
us to track customer’s interests and act upon them. Before
we could build the website we had to have somewhere to put the data
that would be generated, hence a CRM system became essential.
Of the systems we looked at, all were either small
company or large company solutions. Only Gold-Vision looked to be
appropriate for a company of our size. It was the only system that
could provide everything we wanted in one package, without third
party add-ons. We had had nightmare problems in the past with database
synchronisation issues so the browser based approach of Gold-Vision
was very appealing, since there was only one version sitting on
the server. I also felt comfortable dealing with a company of a
similar size to mine, where there was clear technical competence
at all levels.”
Gold-Vision enabled customer related activity to be integrated into
a single data base and information is on tap as and when needed.
In addition to being central to Sales, Marketing and Service activities,
Anatune now manage laboratory tasks and training requests through
Gold-Vision.
“It is now very easy to get answers to all sorts of questions
that in the past would have been difficult to get. In the finish
we never did pipe information from our website direct into the CRM.
The data was just too dirty for that. We clean the data manually
and telesales qualifies customer interests, but we still close the
loop and Gold-Vision is used to ensure that every enquiry generated
is followed up. What is more we can quantify the results that we
get.
The Implementation Consultant was very competent,
exceedingly well organised and the implementation went as smoothly
as we could have hoped. You hear many horror stories concerning
CRM implementation, but we were very happy with ours.
Esterio have done, and continue to do a great job
on support. With their guidance we have become more adept at administering
Gold-Vision and when we need help to do more complex things they
are always on hand to help. I don’t believe there has been
a single issue that we have not been able to resolve.
I am happy that we achieved what we set out to do.
That said the job is never finished and there are always improvements
to our procedures to be made and more that we can do with Gold-Vision.
We are all of the view that, within reason, the more business functions
we can bring into Gold-Vision the better.”
Ray Perkins, Managing Director, Anatune
