Enhanced Customer Service Experience with Integrated CRM

Automated Updates, Screen Pops and Consolidated Database for Vital Data

Taylormade-min
TaylorMade pioneered the metalwood in 1979 with a driver so dramatically superior to wooden woods in terms of distance, accuracy, and forgiveness that metal rapidly overtook wood as the driver material of choice among both tour professionals and amateurs. Since then, the determination to create innovative golf club designs has led us to create numerous metal woods, irons, wedges, putters, and balls throughout the past three decades that appeal to the specific needs of all types of golfers, from tour pros to skilled amateurs to handicap golfers.

Challenge

TaylorMade previously had no central system for tracking customer and end consumer information

They were unable to capture or analyze any metrics on what types of support requests they were getting or how much time was spent per request

They were also unable to view details of past interactions with their customers or share information among team members on common requests

Solution

SugarCRM Professional On-Demand

Integration process receives a daily feed of Account information from the ERP system to keep Sugar up to date

Utilizing Sugar’s Cases module to track all customer interactions

IVR integrated screen pop recognizes caller based on phone number and displays any previous interactions

Implemented various custom reports and management dashboards to get a real-time and holistic view of the activities of the service teams

Built a custom Knowledge Base interface into the Case entry screen which displays targeted recommendations on quick solutions to common requests or questions

Results

Allows detailed reporting of total support requests, types of requests, and total cycle time which in turn gives management the tools to make critical decisions on where to focus training and staffing resources

Provides quick and easy lookup of customer background information for agents to reduce time spent on calls

Provides a single place for capturing customer and consumer information to more efficiently collect data in support of marketing initiatives