EMI Industries
“Without NaviSite, we would not have been as successful in our deployment of a complete enterprise CRM solution. EMI did not have an integrated platform that enabled effective communications between the company, our customers and partners. EMI’s vision was to use CRM throughout its operation and NaviSite made it a reality. NaviSite has delivered a single, unified system, which tracks all customer and partner interactions and also provides just-in-time information on key product-related metrics throughout our front and back offices. We are now running Siebel 7 as a total CRM solution throughout the operation and are seeing increased productivity, response time and communications as a result.”
Dave Hahmann
Vice President
EMI Industries
Challenge
- Isolated databases made critical data inaccessible across multiple channels and groups
- They needed an integrated Customer Relationship Management (CRM) platform to improve communication, between employees, partners, and customers
- EMI’s existing infrastructure did not provide the workflow functionality to keep its projects on schedule
Solution
- Complete Siebel 7, MidMarket Solution for employees, customers and partners in a highly customized environment
- Implemented and remotely hosted by NaviSite
- Completely integrated solution between front and Macola back-office - Custom
- 13 week implementation to include rollout to 9 internal departments, customers and vendors
Results
- A first call resolution rate that has increased to 75% from 20-30%
- The customized online portal, which offers customers them 24x7 access to order and service information (as well as lower transaction costs to EMI)
- A sales cycle that has decreases 53%, from 17 days to 8 days
- An abbreviated engineering process, from 10 to 2 steps
- “If the performance of the solution continues at current levels, the annual benefit to EMI will be $2.2 million,” said EMI Vice President Daivd Hahmann.
- 25% improvement in the time it takes to verify delivery information
- 90% improvement in resolving accounts receivable inquiries
- 15-30% improvement in the management of sales opportunities
