ERP System: Infor - Syteline
Converted: Goldmine 6.0
PASSIVE COMMUNICATION JUST DOESN'T WORK FOR US. FOR EXAMPLE, WHEN WE HAVE A QUESTION, or problem and then call a business and get a voicemail, we have to wait for an answer. As a caller, that makes us unhappy. And businesses cannot afford to have unhappy customers. That's why we have eliminated "the wait."
"In today's environment, everyone is mobile,' and there is no excuse for not getting an answer now. Callers to Daman have a variety of options, thanks to Tour de Force (TDF), a software program that offers a variety of ways to touch," said Gordon Weiler, Sales Manager. "The name itself literally means 'feat of strength,' and that's what it provides: strong communication performance."
"The Sales group has embraced a tool that eliminates databases and streamlines communications between Daman and its customers. No more looking here, there, and everywhere when someone calls the office. Software makes responsesfast and easy."
Weiler said that, thanks to 30 percent response to an appeal a previous newsletter, Daman has been able to clean up its contact information, making customer service more efficient and proactive. (Numbers vary, but an often-quoted response rate* to direct mail is 2-3 percent, making Daman customers far above average. If you did not receive a form or not yet responded, please contact us.)
"The beauty of Tour de Force (TDF) is that, when we're on the road, we have access to all information we need in once place. If I type in email address, I can see a log of all outgoing and incoming email. I can also see quotes and RFQ's, see if we sent a quote or already have a purchase order. Then when I talk to the customer, I'm prepared with up-to-the-minute data," said Weiler.
The TDF (Tour de Force ) is integrated into Microsoft Office and Outlook 2007, so users simply click a toolbar for access to features such as account management, support management, task management, contact management, expense management, project management, and template management.
The Sales Department has been the pilot group, but plans call for other Daman departments to begin using TDF: Feedback has been extremely positive.