IML Labels & Systems Ltd, UK supplier of high performance self-adhesive labels, is utilising the latest solution from Shuttleworth to control every aspect of customer management.
Trading for almost 80 years, it has gained a reputation for high quality labelling solutions. More recently, the company has experienced steady growth by focusing on labels for highly specialised applications such as high temperature labels for metals, regulatory chemical drum labels, virtually indestructible tags for construction plus a wide array of other weatherproof and durable tags and ties. IML’s expertise in this field is recognised globally and its products are used throughout Europe, the Middle East and Asia.
In partnership with MIS provider Shuttleworth Business Systems, IML has stayed at the forefront of development by consistently updating and modernising its customer relation management (CRM) software, utilising the latest and most powerful solution available from Shuttleworth. This gives IML vital control over every aspect of customer management, allowing free flowing communication throughout the entire process of customer interaction.
The software utilises every contact with a customer from enquiry through to shop floor production and delivery, logging these as an ‘event or enquiry’ onto the system. The entire package is then ‘event driven’ and IML can monitor and gather data, which is used to produce everything from estimates, job sheets to invoices.
‘CRM is a very powerful business tool,’ explained Shaun Higgins, managing director of IML Labels. ‘With our previous system, many of these processes were performed manually with information having to be repeatedly input into Word documents. The new CRM package means that the entire process is now practically paperless with information being turned from enquiries to job sheets on the system, within seconds, without risk of human error.’
At IML, all staff can access a customer’s details at any time, including estimates, quotes, work-in-progress or even on-going or historical problems and non-conformities. The CRM tool gives the company instant and complete traceability of all activity. This has reduced manual admin time and allowed IML to focus on customer driven interaction by improving utilisation of human resources. Mr Higgins added, ‘CRM has helped us to deliver a first class customer service, even in severe weather conditions such as snow, as access via a laptop enables the entire sales team to keep abreast of all development wherever they may be based.’
Enhanced service
Another significant benefit of CRM is the ease with which the system can provide detailed reports. CRM is able to export customer data to produce reports tailored to meet IML’s exacting needs. Mr Higgins explained, ‘It has certainly taken reports to another level. At IML, we have taken the basic standard templates and personalised them to our own requirements. We can look at anything from performance of customers and marketplaces, to specific sales figures based on regions or individual performance and use this information for accurate forecasting, rebates, incentive schemes and even future budgeting.’
The complete automated nature of the CRM package enables IML to turn enquiries into quotes within an average of 2 minutes. The new system has reduced time spent on the estimating process as production notes are instantly available and ready to go once an order has been placed.
‘We have consolidated our purchasing team as the system provides a live template based report, within seconds. These reports highlight which orders are to be placed, and which supplier; it can then turn this into a live PO. The system has helped to improve efficiencies with suppliers by recording all purchasing activity. Supplier data has taken the guesswork out of equation and is used to make informed purchasing decisions,’ explained Mr Higgins.
Less manual time on paperwork has created more time for customer interaction. The company is also using the CRM software to improve marketing communications and target activity through a series of e-mail campaigns, mail shots and personalised correspondence.
