Dr Temp (Pty) Ltd is the exclusive distributor of Traxit and NexTemp disposable clinical thermometers in Sub-Saharan Africa, as well as the manufacturer of O Clamp umbilical cord clamps.
We recently interviewed their team to see how they’ve implemented Bluwave CRM software in their business and the benefits they’ve seen.
1. What are the top things managers need to do to ensure that staff use the CRM system effectively?
Management need to drive the CRM software implementation from the top with an understanding of the benefits and an appreciation that it takes time to get any system up and running effectively. Hands-on daily management is essential for the first four weeks in order to mentor the users and manage the changeover in systems. Some users will adapt quickly and others need more encouragement, because full knowledge of the system is not necessarily absorbed at the user training course.
The management team needs to appreciate that in the beginning there is a lot of data input required to establish the contact person database. Because of this, sales staff cannot input every call report for every customer. However, there needs to be some minimum input requirements put in place so that the database can build gradually.
2. What are the benefits of reports for the managers?
Our management team really enjoy having access to the history of contacts and notes on each customer. This gives us in-depth knowledge of the contact people at each site and results in much stronger relationships between our customers and ourselves.
3. What value does a CRM system add to your company as a whole?
We had a situation where management needed to redistribute some of its sales resources because there was a particular area that needed to be developed. We were easily able to move the accounts that needed work across to a different salesperson, which meant they instantly had in-depth detail on all the contact people and could start the work immediately. This was of huge strategic value to us.
4. How has Bluwave CRM helped the relationship between reps and management? Management can now see where the reps are calling, as well as the number of activities happening daily and weekly per person. The feelings of mistrust that often arose between management and sales staff has fallen away – in fact management is often pleasantly surprised at how much is being achieved. Sometime sales staff members are completing their call reports at 11h00 at night and management can see the additional effort they’re putting in to maintain their call reports in busy situations.
Would you like to find out more about how Bluwave CRM software can benefit your business? Get in touch with us and we’d be happy to help.
