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| Ivoclar Vivadent AG |
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| Headquarters: |
Lichtenstein |
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| Web site: |
www.ivoclar-vivadent.com |
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| Employees: |
approx 2,000 |
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| Revenue: |
US$377 million
(500 million Swiss Francs) |
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| Customers: |
Dealers, dentists and dental technicians in 118 countries around the world | |
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| Challenges |
- Sales and marketing campaigns were poorly targeted, and leads were not being fulfilled effectively
- Customer information was spread across 20 fragmented databases, severely limiting customer intelligence
- Multiple agent-facing screens made information access complicated and slow
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| Solution |
- Focus on customer needs rather than organizational structure
- Implement a customer relationship management (CRM) system to improve customer intelligence and information sharing
- Amdocs CRM consolidates customer related processes and data across five previously disconnected business functions and provides a single, common agent screen structure for all customer related information and processes.
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| Results/Benefits |
- Direct mail campaigns are now delivered in just hours, compared to days previously
- Marketing campaigns deliver more accurate sales leads
- Improved sales lead follow-up and fulfillment
- Greater understanding of customers and increased inter-department information exchange
- Improved product feedback from the market
- Faster ramp-up for new salespeople and reduced training costs
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| Technical Statistics |
- Amdocs CRM modules:
ClearSales, ClearCall Center, ClearSupport
- Number of users: 400 sales, marketing, customer service, and training and education staff
- Interaction Volume: 2,100 cases, 210 customer interactions and 5,500 sales visits per month
- Database: MS SQL Server
- OS: Windows 2003
- Integrations: SAP, Royal Blue Helpdesk
| | | | | Executive Summary
With 20 fragmented databases, dealers between the company and its customers, and poor customer intelligence, Ivoclar Vivadentone of the world's leading dentistry product manufacturersneeded to change the culture and processes of customer communication. It turned to Amdocs CRM as the platform to repair and revive its knowledge of, interaction with, and service to customers. As a result, the accuracy and detail of customer information has been transformed. Marketing campaigns are delivering significantly higher and more valuable leads, and information sharing across the company has improved. Ivoclar Vivadent's worldwide training and education programs are now managed more effectively, and it is easier to share customer information with new employees so they become productive faster. In addition, integration with other business systems is supporting continuous product innovation.
"It used to take several days to prepare and launch a campaign. With Amdocs CRM, it only takes hours, and our campaigns are much more targeted, and yield better results."
Judith Hoch
Commercial Director
Ivoclar Vivadent
Ivoclar Vivadent is a world-leading manufacturer of dental products, including prevention material, cosmetics like bleaching, dental fillings, crowns, bridges, and dentures. Ivoclar Vivadent invests heavily in developing new products and techniques, and promotes them through training and education programs and a worldwide network of information centers.
Most of Ivoclar Vivadent's products are distributed through dealers, which it supports through marketing activities such as direct mail campaigns, numbering 60 per quarter, and a dedicated field sales force. But with approximately 100,000 customers tracked in 20 fragmented databases, Ivoclar Vivadent found that customer intelligence was limited, resulting in poorly targeted marketing campaigns and inadequate lead fulfillment. Ivoclar Vivadent needed a single view of each customer across several customer-facing functions and integrated with other business systems.
"Amdocs CRM has a simple, open, and easy-to-adapt architecture that enabled us to integrate customer-centric activity with other business processes, a critical factor for improving customer relationships."
Dr. Christoph Appert
Strategic IT Project Manager
Ivoclar Vivadent
AMDOCS UNDERPINS CUSTOMER COMMITMENT
Ivoclar Vivadent launched a program to focus on customer needs rather than organizational structure. Amdocs CRM was selected to support and enable the change.
Dr. Christoph Appert, Strategic IT Project Manager of Ivoclar Vivadent, says, Amdocs CRM has a simple, open, and easy-to-adapt architecture that enabled us to integrate customer-centric activity with other business processes, a critical factor improving customer relationships.
Amdocs CRM supports five key business functionsmarketing, sales, training and education, customer care and services, and the contact centeracross Ivoclar Vivadent's Central European operations. Ivoclar Vivadent has used Amdocs CRM to integrate cross-function business processes spanning Amdocs CRM and other applications. This allows improved visibility and information sharing between functions, and helps Ivoclar Vivadent's staff establish consistent work practices.
Increased Sales Effectiveness
Amdocs CRM has given Ivoclar Vivadent a much greater understanding of its customers and enables more accurate and effective customer communications.
"Getting sales information and promotional material to customers is so much more efficient and effective with Amdocs CRM, says Judith Hoch, Commercial Director Clinical. "It used to take several days to prepare and launch a campaign. With Amdocs CRM, it only takes hours, and our campaigns are much more targeted, and yield better results."
Amdocs Delivers 360 View
Using Amdocs CRM to manage customer information more effectively has been fundamental to improving processes. The ability to provide a 360-degree view of customers for all users has helped to foster a more customer-centric approach across the company.
Amdocs CRM has improved the management of Ivoclar Vivadent's training and education program by linking customer information to relevant training programs. New sales people are able to add value sooner because all customer information is in the single, integrated Amdocs CRM system.
"Amdocs CRM has delivered benefits across marketing, sales, service, manufacturing, and more."
Benefits Across Multiple Functions
Ivoclar Vivadent is now focused on extending its use of Amdocs CRM to increase sales force effectiveness and improve call center functionality. As the strategic importance of predicting future trends grows, the company will use Amdocs CRM to increase the type, quality and analysis of customer data it collects in order to make even more accurate forecasts.
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