Narang, a leading company based in Bangalore, faced a pressing challenge: an inefficient CRM system that hindered sales growth and customer satisfaction. The company's field sales team was operating in the dark, lacking essential data to make informed decisions. Moreover, the existing system failed to adequately support customers in their preferred languages. This led to missed opportunities, decreased productivity, and negatively impacted customer experience.
To address these critical issues, Narang partnered with 1Channel, a leading provider of CRM solutions. Implementing 1Channel CRM marked a turning point for the company, resulting in a 100% employee adoption rate and a significant boost in sales efficiency.
Customer’s Expectations and Goals
Narang's existing CRM software had scopes of growth and improvement, specially designed to improve efficiency and sales performance. Here’s a breakdown of their expectations and goals:
1. Improvements in their Sales Reports: The CRM software that the company was primarily using presented sales reports with room for improvement, especially in generating sales reports. They also had to incur additional costs for each new project. In turn, the company couldn’t gain valuable insights into sales performance and trends.
2. Limited Access to In-App Reports: Narang was looking for a CRM solution that would enable their field sales team to access in-app reports so they could make informed decisions during their visits to outlets. They envisioned that access to the right reports would significantly impact their effectiveness on the ground.
3. Customer Care Support in Regional Languages: Narang wanted to establish their presence across India and one of their primary goals was to provide customer care support in regional languages to address customer queries effectively across diverse regions.
4. Competitor Activity Tracking: As they say, “Keep your friends close and enemies closer.” The company wanted better access to the competitor data and activities to stay competitive in the market.
These expectations of the company highlighted the need for a comprehensive CRM solution that could address these issues and enhance overall sales and operational efficiency.
1Channel’s Approach
In September 2019, 1Channel partnered with Narang to introduce a cutting-edge CRM solution tailored to their needs. The collaboration led to the successful implementation of 1Channel CRM, a powerful tool designed to elevate Narang’s operational efficiency and sales performance.
Here’s a breakdown of all the solutions implemented by 1Channel:
1. Advanced CRM Functionalities: 1Channel CRM introduced enhanced capabilities for generating detailed field sales reports and filtering data by employee, month, city, and store type. This feature gave the sales team real-time insights, enabling more informed decision-making and optimized sales strategies.
2. Competitor Activity Insights: 1Channel incorporated features for tracking competitor activities to keep pace with market dynamics. This strategic addition gave Narang valuable insights into competitive trends, helping them stay ahead in the market.
3. Customised Training for Regional Excellence: Understanding the importance of effective communication, 1Channel offered tailored training sessions to Narang’s support team. This training equipped the team to provide exceptional customer care in various regional languages, enhancing overall customer satisfaction.
4. Live Training for Field Executives: Comprehensive live training sessions were organized for field executives across all regions. This training focused on streamlining processes and ensuring that the sales team could leverage the full potential of the new CRM system.
5. Expense Reporting and Approval: Implementing 1Channel also streamlined expense reporting and approval processes, offering visibility into company-wide employee expenses categorised by various criteria. This feature enhanced the company's financial management and accountability.
Benefits and Future Outlook
The implementation of 1Channel CRM brought about transformative changes for Narang, yielding several notable benefits in terms of sales, comprehensive growth, and improvements in the company's operational efficiency.
Following are all the benefits that Narang has experienced following the implementation of 1Channel’s CRM solution:
1. Enhanced Sales Effectiveness: The new CRM system provided the sales team with comprehensive data and insights, allowing for more informed decision-making. The ability to track total calls, productive calls, units sold, and total sales value led to improved sales performance and efficiency.
2. Increased Adoption and Usage: The transition to 1Channel CRM resulted in a 100% adoption rate among employees, and a significant increase in acceptability compared to the previous CRM solution. This high adoption rate underscores the effectiveness of the new system and its alignment with the company's operational needs.
3. Improved Data Visibility: The enhanced reporting capabilities of 1Channel CRM provided greater visibility into sales performance, employee activities, and expense management. This improved data visibility facilitated better strategic planning and operational oversight.
4. Effective Customer Service: The customised training sessions enabled Narang's support team to overcome language barriers and provide effective customer care in regional languages. This improvement in customer service contributed to higher customer satisfaction and loyalty.
5. Increased Efficiency: The 100% adoption rate of 1Channel CRM among employees is all thanks to its user-friendly interface, intuitive design, and alignment with the company's workflows. This widespread adoption has increased efficiency, improved data accuracy, and faster sales cycles.
With the adoption of this comprehensive CRM solution, Narang is well-positioned for continued growth and success. The 1Channel CRM is set to provide a strong foundation for expanding its market presence and adapting to evolving business needs in the future.
Final Words
The successful implementation of 1Channel CRM has been a game-changer for Narang. It has addressed critical challenges and transformed its sales and operational processes. Timely implementation of the relevant and tailored CRM solution is set to change the course of operation and efficiency of the company's field sales team and help them stay ahead in the game.
