Illuminous CRM

A High-Performance Digital Platform for a Seamless and Consistent Customer Experience
Customer: CS Aerotherm

CS Aerotherm is one of India’s leading Bakery Oven and Bakery Equipment Manufacturer. Their first bakery oven rolled out in the market back in 1997. They are pioneers when it comes to Bakery Ovens and Bakery Equipment. They have incorporated the latest in baking technology to make their products viable and competent to sustain the ever-changing needs that customers demand. CS Aerotherm has enjoyed many years of success with numerous innovations. They grew substantially reaching out to customers from all across the globe.

Rotary-Rack-casestudy
Rotary-Rack-casestudy
Customer: CS Aerotherm

CS Aerotherm is one of India’s leading Bakery Oven and Bakery Equipment Manufacturer. Their first bakery oven rolled out in the market back in 1997. They are pioneers when it comes to Bakery Ovens and Bakery Equipment. They have incorporated the latest in baking technology to make their products viable and competent to sustain the ever-changing needs that customers demand. CS Aerotherm has enjoyed many years of success with numerous innovations. They grew substantially reaching out to customers from all across the globe.

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The Challenge

Within the world of bakery and oven equipment there are complexities at every turn. From quality manufacturing, which consumers expect to be speedy and completed yesterday, to the distribution and delivery where temperature, safety and quality are crucial, customers can be demanding and hard to please.

No one knows this better than CS Aerotherm. Their problem was that coordinating all sales and marketing activities with existing customer needs was proving to be daunting. The sales and marketing teams need to be successful at not only courting potential customers for months on end, but be ready to upsell and cross-sell to current customers, too. Managing customers from all across the globe, documenting their specific needs and generating an output that the manufacturing team had to refer to was rather challenging. Without a proper digital system, things were being lost in emails, paper trails, spreadsheets and undocumented phone calls. Each team member was working on a different doc or spreadsheet. Customer conversations were shared through email without a finger on the most recent updates. Many people knew things, but this was not shared. If someone went on holiday, then that silo of information was lost to the others. All this was resulting in revenue loss, chaotic relationships between departments and lost customers. Their processes had to change for the company to achieve its growth vision.

The Solution

As a result of all these events and issues, the senior management of CS Aerotherm set out to discover the perfect CRM platform. There has been an explosion of CRM solutions in recent years and finding the right one proved to be a vast search. However they understood the most critical component of this solution was to be the customer engagement features and most of all the user friendliness for the people who would be using it.When they discovered Illuminous they knew they had chanced upon the solution they were looking for. Not only was it exceptionally user friendly, it was feature rich with all the aspects they needed to deliver a top end experience. Once they adopted it, they knew that this was the solution they had been looking for. They were able to create a unified data hub where customer information, sales insights and manufacturing were all seamlessly connected.

Right from the initial call-in from a prospect to a factory floor oven modification for a given customer, everything was now transparent and accessible to all teams. Now that information is regularly shared and accessible to all, it’s easy for the CS Aerotherm team to let customers know when it’s time for an update or upgrade. Sales can quickly identify when a customer may be ready to add another equipment to the existing array of CS Aerotherm equipments. Every user is able to communicate personally and meaningfully with any customer. They were able to truly enforce the adage of “The customer is king” is the most optimized manner possible.

casestudy-illuminous-image
casestudy-illuminous-image
The Solution

As a result of all these events and issues, the senior management of CS Aerotherm set out to discover the perfect CRM platform. There has been an explosion of CRM solutions in recent years and finding the right one proved to be a vast search. However they understood the most critical component of this solution was to be the customer engagement features and most of all the user friendliness for the people who would be using it.

When they discovered Illuminous they knew they had chanced upon the solution they were looking for. Not only was it exceptionally user friendly, it was feature rich with all the aspects they needed to deliver a top end experience. Once they adopted it, they knew that this was the solution they had been looking for. They were able to create a unified data hub where customer information, sales insights and manufacturing were all seamlessly connected.

Right from the initial call-in from a prospect to a factory floor oven modification for a given customer, everything was now transparent and accessible to all teams. Now that information is regularly shared and accessible to all, it’s easy for the CS Aerotherm team to let customers know when it’s time for an update or upgrade. Sales can quickly identify when a customer may be ready to add another equipment to the existing array of CS Aerotherm equipments. Every user is able to communicate personally and meaningfully with any customer. They were able to truly enforce the adage of “The customer is king” is the most optimized manner possible.

Illuminous-casestudy
The Outcomes

Illuminous transformed their entire customer management experience. It took what was a reactive process and turned into a proactive one, paving the way for sales and marketing teams getting freed up to devote time to customers and prospects. The benefits accrued are voluminous and will ensure that the company will grow by leaps and bounds.

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