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2 Posts authored by: Mark Hall Employee

 

 

 

 

 

 

 

 

Founded in 1999 in Austria, IT consultancy and service provider Qualysoft helps businesses manage digital transformations and disrupt their IT infrastructure through cutting-edge technologies in areas like customer experience management, application services, e-government and resource management. Of course, this kind of work is a massive undertaking, which is why Qualysoft partners with Aurea CRM in order to deliver the best results possible.

 

While speaking to Steffen Dudda, CEO at Qualysoft Germany, we learned that Aurea CRM plays a vital part in rejuvenating the way his clients work and handle their own customers. Here are some highlights from our recent discussion:

 

Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?

 

Steffen: Qualysoft became an Aurea partner in early 2015, nearly four years ago. Our IT services span general customizing and programming, process consulting, technical consulting, specification workshops, product-independent CRM consulting and CRM strategies, business consulting, migration analysis and execution, as well as support services.

 

Mark: Which Aurea products do you specialize in?

 

Steffen: Qualysoft specializes in the whole product portfolio around Aurea CRM and Aurea Email Marketing.

 

Mark: Tell us about some of your favorite customer success stories.

 

Steffen: One example is Energie Steiermark in Austria and Germany. The energy service provider relies on integrated customer relationship management, state-of-the-art SMART Meter solutions, intelligent document management and a comprehensive self-service web portal for customers. In order to better serve their customers at each point of contact and be able to perfectly implement legal requirements for unbundling and SMART Meter, Energie Steiermark and Qualysoft partnered on their strategic “Dachstein” project.

 

We successfully designed a new architecture for their master data structure, which complies with data protection regulations and the company’s sales and service requirements. This gives customers the opportunity to view and, if necessary, amend or conclude all contracts, correspondence or invoices that they have with all Energie Steiermark companies via a new customer portal. In addition, Aurea CRM’s ticketing module allows for the central management of customer-related activities so that tickets are routed and processed automatically to designated teams based on different criteria.

 

We also work with Hirslanden, the largest medical network in Switzerland, to support their needs across marketing, guest relations, quality assurance, management, healthline and administration for 18 locations. After connecting Aurea CRM with their email, calendar, web content management system, SAP patient system and central database, Hirslanden was able to better nurture relationships with patients, administer quality measures such as patient surveys and evaluate customer feedback. As a result, the private clinic group now delivers even more personalized patient care across all locations, introduced a largely automated Privé membership, and can automatically update all available doctor data on the website.

 

Mark: What CX best practices do you recommend to your clients, based on your extensive experience with our products?

 

Steffen: There are several things we’ve learned along the way to help our clients. We understand which project approaches are most likely to get off the ground smoothly, and what obstacles clients often need to navigate. For instance, we advise clients to consider the importance of maintaining technical documentation. It takes time, especially with frequent document changes between systems, but it speeds up the process of adding or changing features.

 

Another thing we recommend in conjunction with CRM implementations is a SQL database performance analysis. By optimizing indexes or uncovering opportunities for improvement, our clients get even more out of Aurea CRM. In addition, we’re happy to work with teams on optimizing every last element of their CRM implementation, including email signatures in Outlook, BingMap functions and identifying conditional mandatory fields.

 

Mark: What do you think are the most important trends enterprises should be considering when it comes to digital transformation?

 

Steffen: In our opinion, some of the main trends when it comes to customer experience management include artificial intelligence, automation of processes and solutions, chatbots and the digital workplace. Just as important is for people to go back to the basics in the sense of making elementary things important again -- e.g. data quality, social CRM, etc.

 

Copyright: Qualysoft GmbH

Does simultaneously increasing sales, aligning marketing campaigns and improving customer service sound like utopia? Synergy Consultants, a CRM project management consultancy based in Kelkheim and Lüneburg, Germany, achieves exactly this for its clients. Since its first projects dating back to 1999, Synergy Consultants has helped clients gain more customers and build strong relationships with existing ones. They’ve delivered more than 200 value-driven CRM projects and initiatives all channeled through Aurea CRM.

 

In fact, Synergy is hosting an event this week for their customers, and our own Michael Obermaier is honored to be sharing a presentation about use cases and future trends in CX management. If you’re planning to attend, please stop by and tell him hello! In the meantime, to find out more about what Synergy has learned over the years, we recently chatted with their managing partner, Klaus Eichhorn.

 

 

Mark: How long have you been an Aurea partner, and how would you describe your company’s offerings?

 

Klaus: We started as an implementation partner of update.crm back in 1999. When update.crm was acquired, Aurea’s strategy helped us grow our business and our offerings. We have deep expertise in all aspects of Aurea CRM, and we are able to deliver solutions from the earliest touchpoint of the customer journey to every following scenario.

 

Our CRM + Prozesse offerings align processes with efficient software solutions to benefit our customers. We help clients meet their customers’ needs by identifying and addressing relevant customer touchpoints. We provide expertise and tools that help our clients gain new customers and build up strong relationships within their existing customer base, whether through marketing, sales or service processes.

 

Mark: What is your favorite customer story?

 

Klaus: Let me pick out one example. We’ve worked with Stäubli, a robotics and mechatronics company, to improve the sales process. Stäubli is now able to offer specialized services to their customers based on Aurea CRM’s opportunity features. Because they can track the specific needs of each prospect in the opportunity record, their offerings fit much better than before, they’ve increased customer satisfaction and they’ve achieved higher closing rates. In another project, we brought their sales and services together in one system worldwide. This significantly improved cross-team collaboration, which even impacted revenue. Stäubli boosted service revenue with the help of proactive and preventive offerings at the end of machines’ lifecycles at customer sites.

 

We helped Stäubli deploy a global CRM system with Aurea CRM, replacing three different CRM systems in three different divisions. By using Aurea CRM worldwide, they’re experiencing heightened productivity and improved sales metrics. As a global leader in its industry, Stäubli is accelerating its entry into new markets and regions with structured processes and an efficient CRM tool.

 

On the marketing side, we’ve successfully implemented many marketing and promotion processes channeled through Aurea CRM workflows. As a result, our customers in the life sciences and consumer brand industries eliminated Excel work, significantly reduced manual entry and cut time spent on data handling. We also gave these companies better control over their campaign process with automated invitation and response handling. As one outcome, customer satisfaction increased significantly.

 

Mark: What customer experience best practices do you recommend to your clients, based on your extensive experience with our products?

 

Klaus: I always remind people that the more successful CRM implementations are the ones driven by the business. IT is important but cannot play the role of the business. CRM implementations where a C-level sponsor is on board (not all the time – but at a high level) have more speed. And most importantly, there is no successful CRM implementation in the sense of business value and increasing sales where there is no benefit for the user. Forget any initiative that’s all about results without offering real advantages for your day-to-day users.

 

Mark: What do you think are the most important trends enterprises should consider when it comes to digital transformation?

 

Klaus: I would separate between hype and concrete issues that help to improve and accelerate business. To see clearly about this, we recently asked 50 clients about their needs an where they want to concentrate efforts. Here’s what they voted to be their most important issues and interests:

 

Copyright SYNERGY, Lüneburg, Germany, Eichhorn - 2017

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