GroupLink ContactWise - Novell GroupWise CRM

Discount (Car and Truck Rental)

Background

Discount is a car and truck rental business that has been in business in Quebec, Canada for over 25 years. Discount provides services for its customers in 80 locations throughout the Quebec Province. The business has over 200 employees between their chain and franchise offices.

The Problem

Discount’s sales and customer service personnel were experiencing problems in information sharing and contact management. As a result of the limited use their Access database provided them, Discount’s employees were at a loss for attaining and then disseminating crucial client information. Due to the limited resources that their contact management system could offer their employees, valuable information was being neglected if not entirely missed when dealing with their customers.

While Discount had over 3,000 contacts in its database, the availability of each contacts unique profile and information was inaccessible to the common user. Not only did their situation make it impossible to share vital customer information, it also made it virtually impossible to access what had previously been recorded.

In addition to the problems that Discount’s employees were having maintaining contact information, the process of harvesting and utilizing new business information was simply not effective. As a result of their poor contact management system, Discount’s various contacts and their specific information where literally all over the place, as opposed to being quickly and effectively recorded in a common and easily accessible database.

The Solution

Through the implementation of GroupLink’s ContactWise, Discount has been able to pinpoint each of their previous shortcomings and resolve the problems that had been dogging them. Vito Carrara, among other duties, is the Director of I.T. for Discount.

“As an established Novell shop we were looking for something that would not only remedy our operations problems, but that would also tie-in to GroupWise and give our business the most bang for our buck,” said Mr. Carrara. “Our employees were having a great deal of trouble with effectively, and most importantly—quickly, handling customer information in a way that would provide our customers with the quality treatment they deserved. GroupLink’s ContactWise resolved this issue.”

“In the past we experienced problems in virtually every aspect of our contact management and information operations. One of our greatest challenges was in our reporting capabilities. Now, with ContactWise, the ability to import information is literally at our fingertips,” said Mr. Carrara. “This tool allows us to very effectively schedule appointments, log conversations and history events, and maintain throughput with the ease of its emailing capabilities.”

GroupLink’s ContactWise provides functionality covering the gamut of contact management. “Here at Discount we saw immediate results from the implementation of ContactWise,” said Mr. Carrara. “We use this tool in new capacities just about every week. We look forward to enhancing our email capabilities through the use of the blast email options in the near future. Our business has seen dramatic benefits on every level with the implementation of ContactWise!”

Conclusion

GroupLink’s ContactWise provides businesses with contact management and information capabilities effectively benefiting every aspect of their operations. Through the implementation of ContactWise, Discount was able to address each of their established operations problems and transform their efforts into an efficient means of communication and information sharing. By enhancing their Novell capabilities with GroupLink’s ContactWise, Discount has maximized their business systems while simultaneously leveraging their existing Novell investment. ContactWise has provided Discount with the reality of a more efficient and effective means of handling information and maintaining positive customer relationships.