Hankyu Hanshin Express (HHE) Singapore has personalised customer contact with SkyDesk solutions from Fuji Xerox.
These solutions have enabled the company to maintain clear records of past phone and email communications with customers.
HHE Singapore now has a more centralized database, which reduces redundancy in data and task overriding.
Sales representatives can now easily access and update information anywhere anytime via mobile and this results in accurate reports being generated for analysis and strategy planning.
SkyDesk Calendar has significantly improved internal communication due to a transparent environment that allows members to be always informed of each other's activities.
"On top of a more organized database, there is also more transparency in communication. SkyDesk has truly helped us break down the walls of communication within the organization," Shirley Soon, Customer Service/ IT support manager Hankyu Hanshin Express (S) Pte Ltd.
Managing large database
Before deploying SkyDesk solutions, HHE Singapore was having problems in managing a large database. The company had to handle several phone calls and emails without a proper system to manage and track history of customer dialogue.
The company had a hard time to track sales progress and communication between staffs was often not in sync.
HHE deployed SkyDesk CRM that allowed its staff to log phone calls and keep a record of all email threads. SkyDesk mobile apps allowed sales representatives to update all activities when they were out of office.
The company is also using SkyDesk Calendar that allows schedules to be shared between team members or groups.
Looking forward, HHE Singapore intends to increase its sales from cross-selling and up-selling opportunities in the future.
In addition, it also intends to utilize other SkyDesk functions such as Mail Merge and Print Labels to cut down on tasks such as manual labels and letters printing.
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